Address
Form of work KEY RESPONSIBILITIES:
- Monitor, support, troubleshoot, and resolve operating issues, including failures and service-level degradation.
- Initiate corrective actions to ensure connectivity and minimize downtime, with the overall goal of ensuring availability of the IT environment to employees and customers.
- Answer internal or external users' inquiries regarding computer hardware and software to resolve problems.
- Configure and set up workstations and laptops.
- Participate in troubleshooting and quickly arrive at workable solutions.
- Advise others on resolution and solutions in issues.
- Participate in the resolution of end user's desktop computer issues that may include but not limited to hardware, printer troubleshooting and configuration, installing software and/or hardware peripheral, perform daily backup procedures, liaise with third-party software/hardware vendors for problem resolution, and rollout of new software packages, upgrades, and new desktop hardware.
- Monitor, support, and troubleshoot the IT infrastructure for operating issues involving failures, degradation, and event correlation using various software and hardware monitoring tools.
- Perform troubleshooting and problem resolution for all types of the IT infrastructure as assigned - hardware, software, telecommunication, business application, customer connectivity, etc.
- Technically support activities efficiently, including new technical areas, analyzing and fixing assigned faults and systems testing with minimal supervision.
- Own assigned issues through to resolution, ensuring full understanding of the assigned tasks before starting them.
- Conduct thorough impact analysis of all assigned activities and understand the impact of assigned work on systems and the business.
- Understand the needs of the business and how the system or task being worked on meets these needs.
- Suggest innovative ideas and improvement concepts in working practices, tool and technologies used by the team.
- Work with line managers to improve skills and experience through formal training, mentoring and work assignments.
- Demonstrate a proactive approach in helping to mitigate risks, improve quality in an efficient manner and resolve issues that do occur.
- Demonstrate the ability to work independently at remote sites without the need for direct supervision.
- Take appropriate steps to ensure technical knowledge is kept abreast of technology developments that are in scope for support.
- When necessary, coordinate, manage and assist vendor support resources at sites as appropriate.
- 5+ years Technical Support experience
- SCCM (System Center Configuration Manager)
- Office 365 administration and support
- Citrix
- BS Engineering/Computer Science preferred
- System analysis
- System testing
- Process improvement
- Risk mitigation
- Manage vendor support resources
- Understanding of business needs
- Quality improvement
