Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Position Description

Corporate Infrastructure and Security Site Support

Qualifications

Bachelor’s Degree preferred. Combination of experience and education consideredITIL certification preferred

Roles & Responsibilities

Provide in-house support for End UsersIMAC SupportAble to perform the following without direct involvement from manager, senior team member, or leadProvide resolutions for users for Corporate applications and hardwareSupport resolutions for business group applicationsIncident and Request Queue management - Ticket creation/Categorization/PrioritizationPartnering to direct customers to respective Support Group

Minimum Requirements

3 – 5 years’ experience in Desktop support.Understanding of client/server networks, protocols, common Internet services, Active DirectoryConfirmed problem solving abilities

Desired Skills

Good interpersonal skills, written and verbal communication and customer management experienceWork experience interacting with colleagues globallyKnowledge on operations/service deliveryStrong analytical orientation, as well as creative problem-solving skills, to be able to evaluate problems and concepts from different perspectives; use data to identify key issues/opportunities and arrive at sound and logical solutions that improve employee experienceGood understanding of Computers and Trouble shooting skills required.Ability to work in a team and provide input to solutionCommunicate efficiently with vendors and escort them around a facility and engage the vendor regarding the purpose of their visit.Work with functional support teams to assist customers and drive speedy resolutions.

Required & Technical Skills

Ability to tackle, diagnose, and resolve issues on PC’s and 3rd party applications supported by Corporate Infrastructure and SecurityAbility to follow, update, and edit KB articles to fix, diagnose, and resolve or hand off to higher tiered support, issues with network connectivity, such as VPN or wireless connectivity, Active Directory, security incidents, servers, and business applications.Ability to provide "smart-hands" support in computer rooms, IDF’s, MDF’s on physical equipment such as servers, switches, routers, printers.PC / Laptop installation, configuration(imaging) and problem resolutionIMAC Request fulfilmentPrinter/Scanners installation coordination, and vendor interactionPhone & Mobile devices installation configuration and break fix.Level 2/3 support for PC, Printer, Scanner, Phone (Remotely unresolvable by Service Desk)Snow queue management (review queue, self-assignment of tickets, assign tickets, ticket closures)Mounting & Un-mounting Hardware’s in data center (Switch, Routers, Servers, etc..)Maintain IDF/MDF daily health checks and maintaining data center health check list registerAbility to manage multiple assignments, has good judgment, and prioritizes projects and time optimallyAbility to identify new tasks that need to be performed for support or operations and work with management for executionSoftware installation at PC level and Server levelRead, Write and Speak local language.