it support

IT Field Engineer

Position Summary:

The IT Support Specialist position is an excellent opportunity for career-minded and goal-oriented individuals to provide exceptional managed IT services to our partner. The Support Specialist’s primary responsibilities include supporting Windows desktop, MAC OSX and Application Troubleshooting through performance management metrics. The position will ensure that the corporation’s Windows/MAC environments are maintained according to industry best practices. Daily Tasks include monitoring daily work activities, related to Ticket Assignment Queues, Application Support, End User OS vulnerability remediations on systems, managing remote ticket from Students and Staff for IT Related concerns.

Primary Responsibilities, Essential Functions and Requirements:

·       Manage and Support the IT Field Support team by handling daily ticket assignments related to remote support needs.

• Monitor Ticket queues, respond and close tickets in relation to SLA requirements.
• Assist with Maintaining Knowledge base article to verify content is up to date and new troubleshooting tips are added as needed.
• Provide Quality Customer Service and Knowledge Support to Partner Faculty/Students and Staff.
• Responsible for making sure all tickets assigned are followed up on every 24 hours using medium such as chat, phone and Email.
• Work closely with other colleagues to find a solution to new issues or a work-around to make sure that every contact is provided with an appropriate response to assist with their issue or request.
• Maintains a strong understanding of partner’s environments, including but not limited to software applications, learning   management systems, and account creation procedures. 
• Drive best practices for remote desktop management, automation of imaging\updating, and proactive maintenance of supported systems. 
• Define and maintain security procedures and policies; enforce these policies with ITSS team members
• Monitoring, supporting, and troubleshooting systems issues 
• Adhere to and enforce the appropriate information security policies based on the sensitivity of company data and report any security-related issues
• Reduce the risk of theft, fraud, or misuse of information assets by acting as the data steward for the application(s) you administer
• Continue training for ITSS team members on processes and procedures.

Requirements

 Experience and Qualifications: 

• Possession of relevant industry certifications is highly advantageous 
• Extensive operations experience in IT support roles.
• Exceptional communication skills and a proven track record of delivering excellent customer service 
• In-depth knowledge of technology platforms within the higher education sector 
• Strong analytical and problem-solving capabilities 
• Expertise in supporting various operating system platforms, including Microsoft 365 and Active Directory.
• Advanced troubleshooting skills for Windows and MAC OS Environments.
• Advanced troubleshooting skills with Network devices 
• Proficiency in supporting AV technologies for classrooms, lectures, and performance halls 
• Ability to effectively communicate technical topics to individuals with varying levels of        technical expertise 
• Excellent written and verbal communication skills, with the ability to thoroughly document        implementations, modifications, and removals

Education, Certifications and Licensures: 

• Bachelor of Science, Computer Science, MIS degree or equivalent experience (recommended)