Objective
Communicate professionally with client, team, and management. The individual must possess expert-level technical knowledge of a specific field of technical operations and be able to provide ideas, feedback, and support to the team. This role is an in person and required to be onsite.
Working in a fast paced, constantly evolving environment, you will be responsible for providing a high level of customer service and hands-on support. This is a fantastic opportunity to join an ambitious company operating at the forefront of their industry and play a key role in ensuring the successful delivery of a premium IT support service.
The successful candidate will have to hit the ground running and should have Windows / Citrix support experience and ideally SCCM as well. The IT Manager is looking for a seasoned candidate who can help mentor others in the team.
This will be a diverse and challenging position. The overall goal is to ensure that all support tickets are dealt with in a timely and professional manner. You will need to be proactive in your approach requiring you to deal with support queries over the phone, via email and face to face, as well as acting as a point of escalation with 3rd party resolver groups for problems that you can't resolve.
We are looking for an extremely proactive person with a keen interest in technology, who can make suggestions for improvements and offer an opinion on new products. In addition, we are looking for a person with exceptional customer service skills, along with the ability to build effective working relationships with both team members and business users, and a flexible and committed approach to work.
Job Responsibilities:
Understand and record requirements: to satisfy requests for service by identifying the nature of the request, recording detailed requirements. Deliver service excellence: By using various tools, consistently apply solutions to meet and/or exceed service levels for infrastructure problems and/or requests. Usually by providing an answer personally but where appropriate by identifying and passing the request on to the appropriate support provider specialist.Escalate major issues (P1/P2): to identify major service issues where these would have a broader impact and take immediate steps to bring these to the attention of those affected and those who can resolve them.Communicate: With use of knowledge and troubleshooting, communicate about any potential issues found and suggest solutions.Ownership: End-to-end ownership, providing pro-active status updates of issues and cases with users, internals and with vendors.Update systems: to maintain databases/knowledgebase or systems with information following the resolution of incidents and requests.Follow all Safety requirements and complete the client specific safety training Monitor/Work in Ticket Queue while meeting SLAShipping and receiving of equipmentBreak Fix Orders (Non-Warranty and Warranty)Check out loaner laptops using site-specific processes if applicable Conference Room Support, AV Support/Zoom/Teams SupportMobile Device deployment and supportParts Closet maintenance & auditsPrinter break/fix and set up configuration Network drops and set up Adherence to and continuous update of deployment documentation and checklistParticipate in meetings with client IT Site Coordinators and others as neededSupporting IT equipment in large corporate environment Provide Executive support to customer VIP's Desktop/laptop tech support (Mac and PC) Support mobile devices, printers, scanners, wireless, VPN, etc. IMAC Support - IT equipment Install/Move/Add/Change Inventory management of IT assets including asset auditing Research and troubleshoot problems Maintain system configurations Maintain and updated support documentationAbility to research and follow appropriate Knowledge Base articles Remote support as needed Backup, restoration, and migration of user data Printer and peripheral device support Work on-call and provide other after-hours support based on customer needsProvide support at other client locations as neededAdhere to all Stefanini and client-specific processes and procedures relating to all aspects of daily work and employmentMonthly/Quarterly/Periodic stockroom auditing with discrepancies highlighted to SDMParticipate in quarterly 'all-team' meetings as required by SDMAssist the TL in developing and implementing improvement plans for service failures (SLAs/KPIs)Assist TL with resource management for any projects arising from client, including status reporting and planningEngagement with other Deskside/Field and Service Desk teams around your areas to develop partnerships and flexibility
Knowledge of the following tools and technologies: Remote Management/endpoint management tools (i.e. SCCM, Intune)[BC1] Two-factor Authentication (i.e., OKTA) Active Directory: Users & computers administration Active Directory: Understand the concepts of Policies, OUs, LDAP, LAPS Bitlocker & TPM Teams - User administration, Room setup, User guidance[BC2] Networking (L1/L2 troubleshooting): Patching, Cable testing & toning, Wi-FiUnderstand the concepts of: VLANs, DHCP, VPN, DNS, PROXY, UNC Path Experience supporting Mac OS, Windows OS, Microsoft Office, Smart Phones, AV Conferencing Systems, Printers and PC hardware Advanced Windows, O365, collaboration toolsService Now experience a plus
5+ years relevant experience Valid Driver license[BC3] Relevant industry knowledge (IT deployments in an international environment)Able to always uphold a positive attitude, even under stressful conditions.Excellent verbal and written communication skillsAbility to communicate technical information to non-technical people.High level of professionalism and strong personal interaction skillsAbility to perform in-depth research and troubleshooting for complex technical issues.Ability to prioritize and complete all work tasks with minimal supervision.Ability to walk, bend, stand for long hours, and lift equipment up to 50 pounds.Ability and willingness to learn new technologies.Proven ability to handle challenging, rapid-response user support.Proven ability to balance, prioritize and organize multiple tasks.High school diploma (required) Attendance and schedule adherence are requirements of this position.
#LI-ONSITE #LI-KG1
Competences Required in this Role: Experience supporting remote facilities and users. Excellent verbal and written communication skills. High level of professionalism and strong personal interaction skills.Ability to perform in-depth research and troubleshooting for complex technical issues. Ability to prioritize and complete all work tasks with minimal supervision. Proven ability to handle challenging, rapid-response user support. Proven ability to balance, prioritize and organize multiple tasks. Professional acumen
Desired Certifications:BC4] CompTIA A+, Network +, Security +Microsoft Certified Professional (MCP) ITIL FoundationsBC1
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: 10106616
- Position Id: 61806
- Posted 30+ days ago
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