Description

This is a direct hire role with a Global BPO company.

JOB FUNCTIONS

• Moderate skill level in troubleshooting of IT hardware within the site

• Tier 1 to 3 skill level in troubleshooting of software used within the site

Strong experience required to support VPN, MFA, O365, Active Directory

• Compliance to all required security, patching and antivirus updates

JOB RESPONSIBILITIES

• Must be able to troubleshoot moderately complex IT issues with PCs, laptops, monitors, keyboards, mice, phones, printers

• Must be able to provide hands and feet support for other service lines and provide technical information back to network, server and voice teams (such as ping, tracert, cable tracing, device status)

• Must be able to image PCs using SCCM tool

• Must be able to troubleshoot basic to moderately complex software issues within the site

• Must have an understanding of how to use and troubleshoot Office 365, ServiceNow, SCCM, Active Directory, Windows 10

• Must respond to and complete IT help tickets in a timely manner and escalate more complex issues to Sr Associate, Tech Lead or Supervisor

• Must be able to follow documented processes and procedures, but make suggestions for improvement if better ideas come to mind

• Must complete site health checks as required

• Must keep the EUS SharePoint site & other documentation updated

• After hours/weekend/holiday support will be required for oncall rotation, change request support and project request support

• Physical movement of PCs, monitors, phones will be required, as will receiving and racking network, server and voice devices

• Must occasionally escort vendors or facilities into IT-only rooms

JOB REQUIREMENTS

• 5 years of related experience at minimum

Knowledge, Skills and Abilities:

• Must possess excellent customer service skills

• Must possess good communication skills – speak and write articulately

• Must be professional in the event of an executive or client visit.

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