IT support Technician
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Job Location:
Monthly Salary:
Posted on:
2 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Summary
Provide internal technical support for end users through Phone Chat Remote
or other channels to resolve incidents and process requests quickly and
efficiently in a 24/7 global service desk environment.
Has frequent interactions with customers analytical & business staff and
must be effective in interpersonal communications and problem solving.
Uses a high degree of patience and problem management techniques to solve
problems and follow through on resolution with users.
Assist with Ticket Queue Management and backlog refinement. Responsible
for client-side imaging technologies for all supported software and hardware
platforms.
Accountable for all software hardware and business application support
compatibility with current and future technologies.
Attends project/product meetings & maintains a current level of knowledge
& training in related disciplines.
Keeps up with current & future client technologies infrastructure
operations & industry best practices & certifications.
Flexible and willing to work in 24*7 environment
Primary/Essential Duties and Key Responsibilities
Coordinate and/or perform fixes over Phone Chat Remote or any other
introduced channels.
Diagnose/troubleshoot issues and provide assistance to user ensuring they are
dealt with in a pleasant professional and timely manner.
Maintain working relationships with all IT & business resources; act as the
liaison between support staff & senior technical resources.
Ensure proper accurate and up-to-date documentation and categorization for
all problems incidents and requests.
Responsible for escalating all incidents and requests to appropriate support
teams when resolution or process is unknown or out-of-scope in a timely manner.
Active Directory knowledge including understanding of GPO Office 365
user/computer/exchange accounts administration for imaging management &
client patching as needed.
Install configure test maintain monitor and troubleshoot end-user
workstation devices mobile devices and related hardware and software to meet
service level requirements.
Serve as an information hub to route internal and external requests to the
appropriate resource and follow the escalation structure when applicable.
Generate/Create ad-hoc incident ticket reports as needed.
Develop sound understanding of global IT operations and related applications
IT systems as well as business-related processes and procedures.
Added Responsibilities for Local IT & Desktop Support:
Provide on-site support for hardware issues peripheral devices (printers
scanners) and network connectivity within local offices.
Perform desktop imaging and deployment for new hires and refresh cycles
ensuring compliance with company standards.
Manage local inventory of IT assets including laptops desktops monitors and
accessories coordinate with procurement for replenishment.
Support conference room technology (AV equipment video conferencing tools) and
ensure readiness for meetings.
Assist with physical network troubleshooting including patch panels cabling
and local switches when required.
Coordinate with global IT teams for patch management and security compliance on
local devices.
Provide hands-on support for urgent incidents that cannot be resolved remotely.
Ensure local backup and recovery procedures are followed for critical
endpoints.
Maintain documentation of local IT processes asset tracking and incident
resolution steps for audit and compliance.
Required Qualifications (Knowledge Skills and Abilities)
Customer Service skills
Empathy
Strong analytical skills
Technical Troubleshooting
Teamwork
Good communication skills
Technical proficiency with Windows and Mac Operating Systems
General configuration knowledge of iOS and Android-based mobile devices
Must speak and write English fluently
Exemplary attendance and punctuality
Preferred Qualifications:
Basic networking skills
Experience with ServiceNow
ITIL Foundations
Provide internal technical support for end users through Phone Chat Remote
or other channels to resolve incidents and process requests quickly and
efficiently in a 24/7 global service desk environment.
Has frequent interactions with customers analytical & business staff and
must be effective in interpersonal communications and problem solving.
Uses a high degree of patience and problem management techniques to solve
problems and follow through on resolution with users.
Assist with Ticket Queue Management and backlog refinement. Responsible
for client-side imaging technologies for all supported software and hardware
platforms.
Accountable for all software hardware and business application support
compatibility with current and future technologies.
Attends project/product meetings & maintains a current level of knowledge
& training in related disciplines.
Keeps up with current & future client technologies infrastructure
operations & industry best practices & certifications.
Flexible and willing to work in 24*7 environment
Primary/Essential Duties and Key Responsibilities
Coordinate and/or perform fixes over Phone Chat Remote or any other
introduced channels.
Diagnose/troubleshoot issues and provide assistance to user ensuring they are
dealt with in a pleasant professional and timely manner.
Maintain working relationships with all IT & business resources; act as the
liaison between support staff & senior technical resources.
Ensure proper accurate and up-to-date documentation and categorization for
all problems incidents and requests.
Responsible for escalating all incidents and requests to appropriate support
teams when resolution or process is unknown or out-of-scope in a timely manner.
Active Directory knowledge including understanding of GPO Office 365
user/computer/exchange accounts administration for imaging management &
client patching as needed.
Install configure test maintain monitor and troubleshoot end-user
workstation devices mobile devices and related hardware and software to meet
service level requirements.
Serve as an information hub to route internal and external requests to the
appropriate resource and follow the escalation structure when applicable.
Generate/Create ad-hoc incident ticket reports as needed.
Develop sound understanding of global IT operations and related applications
IT systems as well as business-related processes and procedures.
Added Responsibilities for Local IT & Desktop Support:
Provide on-site support for hardware issues peripheral devices (printers
scanners) and network connectivity within local offices.
Perform desktop imaging and deployment for new hires and refresh cycles
ensuring compliance with company standards.
Manage local inventory of IT assets including laptops desktops monitors and
accessories coordinate with procurement for replenishment.
Support conference room technology (AV equipment video conferencing tools) and
ensure readiness for meetings.
Assist with physical network troubleshooting including patch panels cabling
and local switches when required.
Coordinate with global IT teams for patch management and security compliance on
local devices.
Provide hands-on support for urgent incidents that cannot be resolved remotely.
Ensure local backup and recovery procedures are followed for critical
endpoints.
Maintain documentation of local IT processes asset tracking and incident
resolution steps for audit and compliance.
Required Qualifications (Knowledge Skills and Abilities)
Customer Service skills
Empathy
Strong analytical skills
Technical Troubleshooting
Teamwork
Good communication skills
Technical proficiency with Windows and Mac Operating Systems
General configuration knowledge of iOS and Android-based mobile devices
Must speak and write English fluently
Exemplary attendance and punctuality
Preferred Qualifications:
Basic networking skills
Experience with ServiceNow
ITIL Foundations
