• Monitor the ConnectWise boards for incoming requests including assigning and escalating accordingly
• Respond to new requests and resolve technical issues encompassing hardware, software and networking within established SLA by providing remote and onsite support
• Escalate issues that cannot be resolved within the SLA
• Respond to inquiries and requests from users, and management to provide technical assistance and support to ensure service availability
• Administration of servers, network resources, and telephony systems to ensure availability of services to authorized users 
• Track all work in ticketing system ensuring all assigned tickets have accurate and up-to-date accounts of all troubleshooting steps and follow-up details
• Responsibilities include account management as well as asset and inventory management of hardware relevant to new user setups, replacements and terminations, including moving and lifting of hardware including PC’s, LCD’s and printers
• Work collaboratively with IS engineering staff to determine and resolve issues reported by users
• Documentation creation and maintenance of job aids and/or knowledge articles

Skills: Technical Troubleshooting, IT Service Management, Network Administration, Ticketing & Documentation, Asset Management, SLA Compliance, Cross-Functional Collaboration, Knowledge Documentation.

• Provides Tier 1 and 2 helpdesk support
• Manage incidents, service requests and escalations IT Service Management Tool.
• Follows-up on outstanding incidents and escalations to ensure timely and effective resolution.
• Adheres to defined IT Service Management processes (change, incident, problem and service request) and operates within defined service levels.
• Participates in on-call rotation and is expected to respond within the service level targets.
• Assists with centralized systems deployment and IT asset management.
• Troubleshoot and resolve issues related to Desktop applications, SaaS applications and basic network connectivity.
• Establish and maintain positive, effective working relationships with users, co-workers and vendors.
• Ability to design and develop end-user FAQ & training documentation
• Installs and configures new PC’s according to documented standards.
• Provide hardware and software support for all PC’s
• Provide hardware and software support for all network and systems issues.
• Provide routine cleaning and maintenance items for all PC’s and printers.

Skills: Helpdesk Support, Incident Management, Service Level Adherence, On-Call Support, Asset Management, Troubleshooting Expertise, Documentation Development, Hardware/Software Support.

• Provide technical support for hardware, software, and computer system issues to internal and external users
• Quickly and efficiently manage the help desk ticketing system
• Manage multiple user accounts within web portals and internal systems
• Load and extract data from multiple systems
• Present empathetic nature to delight the customer and provide exceptional support
• Create and maintain Exchange distribution lists and group mailboxes
• Provide support for Video Conferencing
• Research, evaluate and recommend system technologies to support business requirements
• Provide local/remote desktop support
• Create and update both local and network user accounts (add/delete users and reset passwords)
• Document help desk processes, procedures and resolution information
• Perform the installation, maintenance, upgrade, and repairs of computer equipment, standard Word processing, spreadsheet, desktop publishing, and Internet software packages
• Perform regular and on-demand system backups and recoveries
• Create and maintain Windows software images
• Monitor and troubleshoot hardware, software and networking problems as they occur.

Skills: Technical Support, Help Desk Management, User Account Management, Data Management, Customer Service, Video Conferencing Support, System Evaluation, Hardware/Software Maintenance.

• Perform routine maintenance of desktop environment
• Acquire, manage and deploy workstations, phones, printers, fax, etc
• Manage end user accounts, permissions, and access rights in accordance with best practices, regarding privacy, security, and regulatory compliance
• Monitor system (servers, network, PC) health via network monitoring dashboard and escalate issues as necessary in a timely manner
• Perform desktop hardware repair for PC computer equipment
• Receive asset tag, configure, install, and deploy new devices, Perform physical auditing functions
• Uninstall, sanitize, decommission, and collect old devices
• Document issues through work order ticketing system
• Assist in creating documentation, and materials for end-user frequently asked questions
• Record, track, and document problems and resolution for future reference
• Create and maintain documentation which includes but is not limited to spreadsheets & archives, build documents
• Stay current with knowledge of related technologies, designs, methods, and trends.
• Manage time and tasks associated with assigned projects and meet target dates

Skills: Desktop Maintenance, Device Deployment, User Account Management, System Monitoring, Hardware Repair, Asset Management, Documentation Creation, Time Management.

• Helping internal users how to best interact with and utilize technology, providing support as needed via face to face interaction, chat, email, and telephone
• Resolving any issues related to infrastructure, both internally hosted and cloud-based
• Preparing workstations and desks for use
• Tracking, ordering and maintaining IT assets
• Provide support and set up for audio visual equipment and video conferencing
• Coordinate IT responsibilities for site moves and bringing new sites live
• Perform technical on-boarding and off boarding of employees
• Provide end user support for Gsuite
• Troubleshoot and deploy softphones and SIP phones
• Resolve technical issues with CRM systems
• Escalate issues to management and seek assistance from peers for technical issues beyond skillset. 
• Provide guidance to members of staff in a senior capacity.

Skills: User Assistance, Infrastructure Support, Asset Tracking, AV Setup, Employee Onboarding, Gsuite Support, Phone Deployment, CRM Support.

• Support for PC hardware, Cloud and on-premise systems plus client application support
• Provide root cause analysis for recurring problems
• Maintain a secure Windows 10 MOE with yearly operating system servicing and hardware refresh deployment cycles
• Implement technical changes to the production environment in line with the change management process
• Communicate with customers on a day-to-day basis clarifying issues with IT hardware and system and negotiate satisfactory resolutions to customer requests
• Logging of incidents, requests and problems.
• End to end resolution of desktop support problems
• Working with people at all levels of the firm to proactively ensure productivity and that issues are quickly and professionally resolved.
• Monitoring open calls, ensuring resolutions and appropriate updates are carried out
• Initial response and diagnosis of hardware issues
• Ensure logging, tracking and updating of service management system via ITIL based processes.
• Prepare documentation and gathering of information to knowledge share with team
• Suggest and develop ideas for improving service quality and customer satisfaction.

Skills: PC Support, Root Cause Analysis, Windows Management, Change Implementation, Customer Communication, Incident Logging, Desktop Resolution, Service Improvement.

• Provide exceptional customer service
• Resolve support issues including troubleshooting hardware and software issues
• Perform user administration
• Assist in maintaining enterprise IT platform and network
• Provide and deploy end-user hardware
• Develop and/or modify IT documentation including FAQs, work instructions and procedures
• Creates and supports network accounts, computer accounts, email accounts, application accounts, and group memberships in accordance with IT policies and procedures
• Responsible for upgrading/deploying systems.
• Responsible for customer satisfaction.
• Minimum productivity requirements are met (as determined by customer/supervisor).
• Maintain high-level of customer satisfaction
• Maintains inventories and purchases desktop hardware and software

Skills: Customer Service, Issue Resolution, User Administration, IT Platform Support, Hardware Deployment, Documentation Management, Account Management, System Upgrades.

• Provide the first line of support assistance 
• Employees experiencing problems with IS-supported software and hardware.
• Respond to requests for assistance from employees
• Using the Internal Call system.
• Perform user administration on servers or server applications.
• Assist other IS staff in problem resolution.
• Participate in deployment projects.
• Provide solutions to proactively reduce help desk calls and streamline problem resolution.
• Operating System image creation and management utilizing Microsoft Deployment Tool
• Operating System image creation and management utilizing Microsoft System Center OSD
• Established standards and procedures for project reporting and documentation
• Communicate project status updates, milestones, issues and contingency plans
• Ensure timely project completion and client satisfaction
• Operating System image creation and management with VMARE in VDI environment

Skills: Support Assistance, User Administration, Problem Resolution, Deployment Projects, Call Reduction Solutions, OS Image Management, Project Communication, Client Satisfaction.

• Staging, configuration, deployment, maintenance, and asset tracking
• Manage desktop tools (service desk software), troubleshoot and repair desktop and telecom issues
• Set up user accounts and workstations
• Troubleshoot and resolve desktop and telecom issues
• Support users move, adds, and change requests
• Develop expertise to train staff on new technologies
• Manage the deployment, stock monitoring (order replenishment)
• Research and resolve user desktop questions and issues
• Asset management. ware, software, and connectivity issues
• Ability to prioritize and organize work effectively in a high volume, fast-paced environment

Skills: Asset Management, Desktop Support, User Setup, Issue Resolution, Move/Add/Change Support, Staff Training, Stock Monitoring, Work Prioritization.

• Root cause analysis of desktop technology-related problems and management of these problems to final resolution.
• Support for Network, Server and Telephony infrastructure incidents and development.
• Standard desktop applications implementation, servicing and decommissioning (e.g. Microsoft Office, Adobe Reader, etc.).
• Coordinate desktop / telephony/ printing equipment for moves / changes / new starters.
• Training, equipment configuration, installation and resource planning.
• Provide daily support during defined production hours.
• Planning, preparation and execution of desktop-related aspects of DR rehearsals.
• Responsible for amending and advising on desktop documentation. 
• Assist with cybersecurity monitoring and management of access to systems.
• Create and administration of user account in key systems.

Skills: Root Cause Analysis, Infrastructure Support, Application Management, Equipment Coordination, User Training, DR Planning, Cybersecurity Monitoring, Account Administration.

• Ability to work a flexible or alternative schedule and experience using JAMF 
• Experience administering Office365, knowledge of MS Word, MS Excel, MS Outlook, Adobe Acrobat, Anti-Virus Software
• Prior experience with auditing and managing Microsoft Licensing compliance
• Ability to design, implement, and manage a fault tolerant and highly available Windows infrastructure
• Ability to automate routine tasks via PowerShell 3.0-4.0
• Expert level knowledge of Microsoft tools and technologies such as BitLocker, SysInternals, Microsoft Deployment Toolkit and Application Compatibility Toolkit
• Excellent written and verbal communication skills to work effectively within a fast-growing company
• Ability and desire to learn new IT technologies and disciplines
• Experience with contact center support – understanding of call routing, call queueing, and VOIP
• Understanding of network cabling, switches, firewalls, and patch panels
• Excellent organization and documentation skills

Qualifications: BA in Business Administration with a focus on IT with 3 years of Experience.

• Strong verbal and written communication skills
• Ability to remain calm while handling and prioritizing many tasks simultaneously
• Strong technical aptitude in areas of OS repairs, malware remove, and general computer troubleshooting
  
• Understanding of desktop/laptop/mobile computing platforms and their hardware and software
• Working knowledge in Microsoft Windows desktop, Microsoft Office, Active Directory, domain security, group policy and computer networking
• Previous experience in providing end user support ideally in a Trading environment
• Knowledge of  Mobility & Remote Connectivity Products support
• Knowledge & support of Market Data & banking applications
• Microsoft Certification (MCSE/MCSA/MCP’s)
• Experience in providing service desk support.
• Experience in a Healthcare or Hospital environment.

Qualifications: BS in Information Technology with 4 years of Experience.

• Experience in a PC\Telecom network environment
• Technical knowledge of Mac OSX, Windows 8, 10 and Windows Server operating systems
• Familiarity with Internet related applications such as E-Mail clients, FTP clients and Web Browsers
• Experience configuring local security policy
• Knowledge of remote management tools (LogMeIn Rescue)
• Experience troubleshooting hardware and printer issues
• Familiar with telecom protocols, SIP, PSTN, PRIs etc.
• Good communication and interpersonal skills
• Ability to work toward corporate objectives
• Able to work independently and efficiently to meet deadlines, but also have the ability to work with others and obtain cooperation internally and with outside parties
• Quality of work to include timeliness, completeness and accuracy
• Solid knowledge of department functions, so that operations run smoothly in manager’s absence
• Ability to provide technical explanations to support issues
• Regular and predictable attendance is essential to ability to complete all job functions

Qualifications: BS in Computer Science with 5 years of Experience.

• Certifications for Microsoft, Networking and Security
• Ability to conduct research into a wide range of computing issues 
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed and keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• Proficiency in supporting desktop environment-Windows 10, Linux, Active Directory, MS Office, Outlook, SQL and Exchange.
• Experience in all phases of desktop operating systems support, implementation and maintenance

Qualifications: BS in Computer Information Systems with 4 years of Experience.

• Experience providing technical support
• Excellent verbal and written communication skills and Excellent interpersonal skills
• Experience supporting PCs running Windows Operating Systems including repairs, diagnosing various hardware, peripherals and software problems and PC and Mac computers
• Experience working with wired and wireless network attached devices
• Strong verbal and written communication skills and Strong interpersonal skills, with a focus on rapport-building, listening and questioning skills
• Experience with desktop operating systems including Windows Operating Systems
• Strong application support experience
• Working knowledge of a range of diagnostic utilities
• Associate degree in Computer Science, Information Systems or related field or equivalent work experience
• Good problem solving and diagnostic skills
• Solid Window/Linux knowledge and practical working experience

Qualifications: BS in Network Administration with 3 years of Experience.

• Experience in a help desk or network environment
• A+/Network+ experience with hardware/software
• Strong knowledge of network and OS troubleshooting, including Microsoft 7 and Server OS 2008/2012
• Intermediate understanding of system administration, networking, and VoIP concepts
• Working knowledge of current network hardware, protocols, and standards
• Possess Intel based hardware support skills
• Experience with Help Desk ticketing software (ServiceNow is a plus)
• Experience with IT management solution like HP OpenView (Symantec/Altiris Management Suite)
• Experience with Active Directory along with Exchange
• CCNA or MCP equivalent experience 

Qualifications: BS in Cybersecurity with 2 years of Experience.

• Prior customer service experience and fluency in Polish
• IT support experience in a mixed desktop environment (Apple and Windows)
• Experience in managing support requests through a ticketing system, using clear and detailed communication
• Prior experience in supporting OS images with either network based cloning, or deployment services automated installation routines such as PXE boot
• Willingness to learn in the IT environment and take on additional responsibilities
• Excellent customer service skills
• Proactive attitude, organized and the capacity to multitask
• Ability to work both independently and as a part of a team
• Strong written and verbal communication skills
• Microsoft Office or Google Applications Experience
• Ability to follow support scripts as well as documented procedures

Qualifications: BS in Software Engineering with 4 years of Experience.

• Experience as a Desktop Support Engineer
• Experienced in Service Delivery, preferably from a Service Desk in an ITIL environment.
• Experience in Office 365 administration and support and Windows virtual desktop
• Comfortable engaging at a senior level and having strong communication skills.
• A proven track record of delivering quality, robust and resilient service to a demanding customer community to challenging timescales and priorities
• Able to work independently with minimal supervision
• Ability to work and be responsible for excellent desktop support services.
• Strong multitasking and problem-solving abilities.
• A flexible and adaptable approach along with the ability to multitask
• Ability to assimilate information quickly and demonstrate strong attention to detail.
• Good team working skills

Qualifications: BS in Information Systems with 3 years of Experience.

• Knowledge of commonly-used concepts, practises and procedures relating to IT systems support
• Experience with Microsoft Windows operating systems
• Demonstrable troubleshooting skills with end user hardware, software and connectivity problems
• Strong delivery-focussed working style
• Excellent verbal and written communication skills are essential
• Able to work collaboratively with others towards a common goal
• Able to work as a part of a team or as an individual as situations require
• Superior problem solving capabilities
• Able to work in a rapidly changing environment
• Excellent time management skills
• Experience with supporting end users
• Microsoft Certifications or experience in administering Windows, Office, Active Directory and Outlook

Qualifications: BS in System Administration with 3 years of Experience.

• Extensive experience with desktop hardware, software applications, operating systems (OS -Windows 7/10) and network connectivity.
• Good communication, interpersonal and problem-solving skills, along with patience, a customer-friendly attitude and the ability to work in a team environment.
• Troubleshoot, diagnose and resolve the tickets which required on site support
• A strong customer service focus (High Level of customer interaction and engagement)
• Excellent interpersonal and communication skills (both written and verbal),
• Comfortable working both autonomously or as part of a team.
• Ability to work under pressure and negotiation skills
• Be able to provide VIP support and appreciate the difference between standard user and heightened IT Support.
• Understanding of networking and Server technologies
• Good communication skills in English and Mandarin 
• Experience providing high level technical support within a complex technical environment.

Qualifications: BS in Electronics Engineering Technology with 2 years of Experience.