Vacancy caducado!
- Monitor, analyze, and resolve second level help desk incidents.
- Perform user account & security administration including NDS & Active Directory account setups, e-mail accounts, address books & distribution lists.
- Coordinates major equipment repairs; locates vendors and ships parts as needed for repairs; arranges for vendors to perform on-site repairs.
- Prepares and maintains a variety of logs, records and reports on help desk operations, including vendor services logs, purchase orders, inventory, status reports and problem resolution.
- Understand and work within established Service Level Agreements (SLA) to ensure timely resolution to service call while taking ownership of the issue until resolution.
- Troubleshoot network connectivity issues, including cabling, and switch configuration
- Troubleshoot 3rd party software & internal applications, PC configuration issues
- Install & configure software packages including standard workstation software and some special application software.
- Provide high quality customer service and network related technical support with an emphasis on effective issue resolution and quality
- Ensures proper and accurate feedback to user on technical problems, and coordinates communications between user and technical staff.
- Provide assistance to Tier 3 engineers with problem research and documentation.
- Work with other IT teams to identify the source of issues.
- Continue to improve technical knowledge through ongoing training and certifications
- Train new employees as needed to ensure their success in the team
- Assist with Business Recovery hardware set-up in the event of a disaster
- Perform other duties as assigned.
- Associate degree in technology field or technical IT certifications
- Comp TIA A+, certification
- Comp TIA Network+, certification
- Microsoft Office Specialist certification
- CCENT: certification
- Five years Help Desk Tier 2 related experience
- Experience with email flow and spam filtering products
- Experience with forcepoint URL filtering
- Experience managing clients in a virtualized environment
- Working knowledge of network environments including; LAN\\WAN routing, Firewall \\ VPN administration
- Experience with Microsoft Exchange
- Experience with Windows Server 2008 -2016
- Advanced knowledge of Windows 7, Mac OS X, Google Collaboration Apps and Office 365
- Active Directory maintenance and Exchange 2013
- Mac and PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)
- Client PC connectivity - Ethernet, TCP/IP and VPN
- Basic knowledge of troubleshooting Cisco operating systems including IOS, ASA, and Wireless
- Experience with Imaging tools, and desktop security products
- 5 years experience working in a Windows/Mac environment
- Ability to handle multiple projects at the same time
- Strong customer service skills
- Advanced methods and techniques of troubleshooting issues with computer hardware, printers, software, and peripheral equipment
- Customer-focused with ability to communicate technical information to non-technical users.
- Solid interpersonal skills
- Ability to diagnose and resolve advanced technical issue
- Ability to run diagnostic programs to resolve problems
- Ability to train users on basic computer use, walk customer through the problem solving process
- Ability to work independently, complete tasks with minimal supervision
- Cutting Edge Technology and Innovation
- Career Growth Opportunities
- Employee-Centric Environment
- Comprehensive Benefits Package
- Holiday and Vacation