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IT Systems Support Professional - Tier 1
Descrição
The Systems Support Professional represents the front key to delivering best-in-class resolutions for our customers and their employees/members. They can judge priorities and multitask to ensure all customers receive a consistent level of assistance and customer service. You need to use your broad technical knowledge to identify, troubleshoot, and resolve user issues on a variety of devices – workstations, laptops, smartphones, and other peripherals. You will also configure devices, manage inventory, perform maintenance tasks, and update documentation. You’ll have hands-on experience working with Windows 7/8/10, Mac OSX, iOS, Windows Server, Active Directory, DHCP/DNS, VMware, Office 365, and more. Some overtime may be required in this positio
Responsibilities:
- Process service tickets and assign them to appropriate service resources, as necessary.
- Maintain service ticket ownership throughout the life of the support incident.
- Escalate high-profile issues to the Service Desk Manager for appropriate handling and routing.
- React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager.
- Responsible for the overall administration of the desktop, laptop, and peripherals at a specific location.
- Install, configure, and diagnose client workstations and equipment.
- Conduct on-site problem determination and analysis.
- Provide advice and technical guidance to end users and technical resources as the situation warrants.
- Verify and diagnose servers, network hardware, and other infrastructure issues with the help of escalation staff.
- Document in detail the activities carried out as well as the technical information collected.
- Maintenance of network printer devices.
- Assist with account management activities.
- Responsible for the use of the site ticketing system to record all problems, incidents, and changes. Ensuring accurate resolution notes for each ticket.
- Identify and escalate production critical issues to the appropriate groups.
- Perform data backup and recovery at a user level, as required.
- Comply with internal controls and policies as applicable.
- Responsible for on-call/as-needed support for remote locations.
- Ability to make sound judgment calls and escalate to senior resources when needed.
- Able to lead conversations of a technical nature with end users who may not have any technical expertise.
Requisitos mínimos
-1-3 years of experience in a technical support role.
- Relevant Degree/Diploma or equivalent.
- Proven problem-solving and analytical skills.
- Excellent attention to detail.
- Ability to document processes and accept feedback.
- Strong ability to work within a team environment.
- Excellent communicator and personable.
- Ability to make sound judgment calls and escalate to senior resources when needed.
- Able to lead conversations of a technical nature with end users who may not have any technical expertise.
- Some knowledge of database technologies is an asset.
- Strong knowledge of all Endpoint OS – Windows Operating Systems, MacOS, iOS.
- Strong knowledge of common client‐side productivity application suites (Microsoft Office Suite, Office 365 environments, Adobe Acrobat, -Adobe Creative Suite, etc.).
- Someone who thrives in a fast-paced, high-energy environment.
- Always conducts with a poised and professional demeanor.
- Able to work collaboratively within a team.
- Industry certifications – Microsoft Certified Professional (MCP), MCSA, CompTIA A+, Network+.
- Previous experience with ticketing systems such as ServiceNow or ConnectWise to track time and status/resolution.
