Makes clients and their needs a primary focus of one's actions and attention, while developing / maintaining productive client relationships.
Actively seeks to understand client circumstances, problems, expectations and needs, while resolving problems quickly.
Monitor and answer technical questions addressed to the security team
Engaging customers and stakeholders at leadership levels
Show Initiative / Innovation
Has a long-term focus and does not wait until having to respond to a demand
Takes an active involvement in problem resolution and, where necessary, works after hours to ensure that issues are resolved
Problems and opportunities are anticipated and dealt with immediately
At least five (5) years of hands-on experience supporting IT hardware, software, network services in an IT Service Center/Help Desk environment and or an equivalent combination of education and experience in an IT Service Center/Help Desk environment
Financial software support experience Problem investigation and solving Linux experience Experience and understanding of LANs, network protocols, including IP addressing is necessary.
Ability to operate independently where appropriate yet understand when to escalate issues and how to establish effective working relationships in a team Excellent organizational, interpersonal communications, writing, and strong listening skills are essential.
Insatiable appetite and willingness to learn and demonstrate a commitment to personal development by seeking out training opportunities and actively learning from teammates Helpdesk / call center experience (Remedy knowledge an advantage) Assist Administrator with all related Desktop technology Asset management Meetings and meeting room support Technology Device support: Dell, Mac
Scripting; PowerShell
At least three (3) years of experience with a Desktop Management system (SCCM, etc.) Analyzing abilities, and trouble shooting skills 2-way authentication support & troubleshooting Documentation and report writing. For example, build documents BI report creation Kiosks support Portal support Deepfreeze Info screens support MS Office Suite support communication
Star Leaf support
Exposure and a good understanding of established IT policies, and procedures
Exposure to and a good understanding of Audits
Exposure to and a good understanding of Vendor management
Remote, off-site office support
Ability to coach and mentor junior engineers
Documentation, Time Management, Stress Management and Self-Awareness courses advantageous
Promotion process overview advantageous
Responsibilities:
Assist with the administration of the desktop management tool Microsoft SCCM on patches, inventory, image, and software license management.
Build, image, deploy, maintain, and troubleshoot desktops, laptops, printers, scanners, and other IT related equipment.
Follow all established IT SOPs, policies, and procedures.
Maintain the Remedy ticketing system by resolving tickets in line with relevant SLAs and according to company policies and procedures.
Mentor and train IT Service Desk, Level 1 Engineers.
Clearly and concisely communicate with staff both orally and in written form.
Perform day-to-day duties and responsibilities with a high-level of customer service.
Provide AD account administration.
Provide management support for various print devices including network connected multi-function printers and Distribution printers that are critical to core business operations.
Provide O365 Cloud support.
Provide support and resolutions for internal customers, working both remotely and on-site with hardware, software and other essential business systems as related to issues assigned in a mixed Microsoft and Mac Environment.
Respond to, maintain, and manage our various meeting locations computer hardware, video conferencing solutions, as well as the Online collaboration tools that are available to employees e.g., Confluence
Support users through remote access
Accurately manages assets related to daily functions
Be online for days on a rotating roster shift, as part of a team providing 24x7 global support