Minimum Requirements:
- Microsoft Windows O\S course and exams
- Base certification N+, A+
- Apple Certified Support Professional (ACSP) beneficial
- System Center Configuration Manager (SCCM) course and exam beneficial
- Microsoft applications O365 suite
- Fundamental course in AI - BOT solutions beneficial
- PowerShell course completion beneficial
- Fundamental Networking course (CCNA preferred) beneficial
- Fundamental call logging system course: Remedy (BMC)
- Visualization course (VMware, Hyper-V) beneficial
- Deepfreeze Fundamentals beneficial
- Mobile device testing solution, preferably Sauce labs
- Device course and certified: Dell
- Cloud course and certified, Microsoft Azure Fundamentals beneficial
- Troubleshooting course, preferably Kepner-Tregoe beneficial
Skills, Requirements Abilities, Knowledge:
- Provide Constant Outstanding Customer Service
- Makes clients and their needs a primary focus of one's actions and attention, while developing / maintaining productive client relationships.
- Actively seeks to understand client circumstances, problems, expectations and needs, while resolving problems quickly.
- Monitor and answer technical questions addressed to the security team
- Engaging customers and stakeholders at leadership levels
- Show Initiative / Innovation
- Has a long-term focus and does not wait until having to respond to a demand
- Takes an active involvement in problem resolution and, where necessary, works after hours to ensure that issues are resolved
- Problems and opportunities are anticipated and dealt with immediately
- At least five (5) years of hands-on experience supporting IT hardware, software, network services in an IT Service Center/Help Desk environment and or an equivalent combination of education and experience in an IT Service Center/Help Desk environment
- Financial software support experience
- Problem investigation and solving
- Linux experience
- Experience and understanding of LANs, network protocols, including IP addressing is necessary.
- Ability to operate independently where appropriate yet understand when to escalate issues and how to establish effective working relationships in a team
- Excellent organizational, interpersonal communications, writing, and strong listening skills are essential.
- Insatiable appetite and willingness to learn and demonstrate a commitment to personal development by seeking out training opportunities and actively
learning from teammates - Helpdesk / call center experience (Remedy knowledge an advantage)
- Assist Administrator with all related Desktop technology Asset management
- Meetings and meeting room support
- Technology Device support: Dell, Mac
- Scripting; PowerShell
- At least three (3) years of experience with a Desktop Management system (SCCM, etc.)
- Analyzing abilities, and trouble shooting skills
- 2-way authentication support & troubleshooting
- Documentation and report writing. For example, build documents
- BI report creation
- Kiosks support
- Portal support
- Deepfreeze
- Info screens support
- MS Office Suite support communication
- Star Leaf support
- Exposure and a good understanding of established IT policies, and procedures
- Exposure to and a good understanding of Audits
- Exposure to and a good understanding of Vendor management
- Remote, off-site office support
- Ability to coach and mentor junior engineers
- Documentation, Time Management, Stress Management and Self-Awareness courses advantageous
- Promotion process overview advantageous
Responsibilities:
- Assist with the administration of the desktop management tool Microsoft SCCM on patches, inventory, image, and software license management.
- Build, image, deploy, maintain, and troubleshoot desktops, laptops, printers, scanners, and other IT related equipment.
- Follow all established IT SOPs, policies, and procedures.
- Maintain the Remedy ticketing system by resolving tickets in line with relevant SLAs and according to company policies and procedures.
- Mentor and train IT Service Desk, Level 1 Engineers.
- Clearly and concisely communicate with staff both orally and in written form.
- Perform day-to-day duties and responsibilities with a high-level of customer service.
- Provide AD account administration.
- Provide management support for various print devices including network connected multi-function printers and Distribution printers that are critical to core business operations.
- Provide O365 Cloud support.
- Provide support and resolutions for internal customers, working both remotely and on-site with hardware, software and other essential business systems as related to issues assigned in a mixed Microsoft and Mac Environment.
- Respond to, maintain, and manage our various meeting locations computer hardware, video conferencing solutions, as well as the Online collaboration tools that are available to employees e.g., Confluence
- Support users through remote access
- Accurately manages assets related to daily functions
- Be online for days on a rotating roster shift, as part of a team providing 24x7 global support
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