Job Summary:

• Troubleshoot system, application, and hardware issues. 
• Troubleshooting remote end user incidents with issues such as VPN, Multifactor Authentication (MFA) and Email 
• Update the customer & service desk with status and resolution 
• Work directly with customers to solve problems 
• Use external information to research and resolve issues when needed 
• Consistently update the ticket tracking system with status and fixes 
• Assist in performing routine desktop systems maintenance 
• Build and deploy desktop images utilizing JAMF Pro, MDT and/or Autopilot/Intune. 
• Install/configure desktop hardware and software. 
• Assist in documenting processes and systems 
• Ensure AV systems (TVs, Phones, Surface Hubs, etc…) are in working order, working with external vendors 
• Updating IT management on any issues and project/work status.  
• Works effectively as an individual and as part of a team 
• Adhere to team policies and organizational reporting structures. 

Skills on Resume:

• Problem Solving (Soft Skills)
• Technical Proficiency (Hard Skills)
• Customer Service (Soft Skills)
• Clear Communication (Soft Skills)
• Research Skills (Hard Skills)
• System Maintenance (Hard Skills)
• Process Documentation (Hard Skills)
• Team Collaboration (Soft Skills)

Job Summary:

• Provides excellent customer service at all times to internal customers in a business, medical and dental environment
• Provides remote and on-site technical support
• Create incident/request tickets, prioritize, update and close tickets per SLAs
• Setup and configuration of new computers, software installation, updates and upgrades
• Setup and configuration of mobile devices
• Troubleshoot network issues
• Setup and troubleshoot printer, copier, scanner and fax issues
• Able to resolve technical issues independently and work with minimal supervision
• Interfaces with multiple departments to solve problems and improve process quality.
• Follows internal documentation and updates documentation
• Updates software inventory 
• Participates in a rotational after-hours on-call support
• Work with other IT departments and third-party vendors to resolve technical issues, and may serve as the primary liaison between internal IT teams and vendors

Skills on Resume:

• Customer Service (Soft Skills)
• Technical Support (Hard Skills)
• Ticket Management (Hard Skills)
• Device Configuration (Hard Skills)
• Network Troubleshooting (Hard Skills)
• Independent Problem-Solving (Soft Skills)
• Cross-Department Collaboration (Soft Skills)
• Vendor Management (Soft Skills)

Job Summary:

• Setup computer workstations including laptop, docking station, keyboard, mouse and monitors
• Troubleshoot and correct workstations that may have been set or connected incorrectly
• Replace damaged or missing cables and equipment 
• Work with a ticketing system to close or escalate requests
• Use proper cable management to ensure safe and unintrusive wires
• Help users connect to network printers
• Troubleshoot network connection issues and escalate 
• Perform day-to-day IT administration & support tasks to ensure the smooth running of its offices globally. 
• Managed hardware and software procurement for Concentrix Tigerspike global offices. 
• Work with internal procurement staff and engage with suppliers to ensure timely delivery of assets to the business

Skills on Resume:

• Workstation Setup (Hard Skills)
• Troubleshooting (Hard Skills)
• Cable Management (Hard Skills)
• Ticketing System Use (Hard Skills)
• Network Support (Hard Skills)
• IT Administration (Hard Skills)
• Procurement Management (Soft Skills)
• Supplier Coordination (Soft Skills)

Job Summary:

• Provide comprehensive and timely front-line support of all devices and equipment for the trade floor and office, through to resolution, and following up to ensure satisfaction.
• Diagnose and resolve day-to-day issues in relation to PC, laptop or other devices, determining the nature of the problem and the resources needed to correct.
• Work independently in the London office and as part of the global IT Support team.
• Follow a daily task log to monitor and follow-up on processing issues.
• Effectively record and monitor progress of all issues raised, providing feedback as required, and closing Help Desk tickets accordingly.
• Liaise with other support/development teams to resolve cross system issues and escalate unresolved problems in a timely manner.
• Support desktops, laptops, virtual desktops, Citrix applications, mobile devices, etc. including imaging, rollouts, moves, and updates as needed and troubleshooting.
• Update self-help documents to enable employee to fix problems themselves.
• Provide end user IT disaster recovery assistance 
• Set up AD accounts, file and folder access, applications, mailboxes, phone, etc.
• Terminate AD permissions, applications access, emails, etc. while archiving data per the company's standard procedures.
• Responsible for maintaining, managing, and testing disaster recovery for each application 
• Schedule warranty/non-warranty repairs 

Skills on Resume:

• Device Support (Hard Skills)
• Issue Diagnosis (Hard Skills)
• Independent Work (Soft Skills)
• Ticket Management (Hard Skills)
• Cross-Team Collaboration (Soft Skills)
• System Imaging (Hard Skills)
• Documentation Updates (Soft Skills)
• Disaster Recovery (Hard Skills)

Job Summary:

• Troubleshooting of sometimes complex incidents and problems associated with end-user computing environment
• Monitoring and taking ownership of incidents to resolution, providing customer updates 
• Liaising with other IT teams regarding incidents requiring multiple discipline involvement
• Understanding and adhering to all elements of technical standards and security policy
• Working to uplift standards and work practices to promote continual improvement programme objectives
• Knowledge sharing across team members and other teams to improve the overall quality of services
• Helping to define and design hardware, software and process changes to aid service improvement
• Act as liaison between the service vendor and the customer to minimize disruption.
• Work with vendors and employees to identify and implement positive business changes including, but not limited to new technology implementations, file/folder security changes, and application/systems installations.
• Assist with other general office duties in the Berlin office on an ad-hoc basis.
• Provide out of hours coverage as part of an on-call rota.

Skills on Resume:

• Incident Troubleshooting (Hard Skills)
• Incident Management (Hard Skills)
• Team Collaboration (Soft Skills)
• Technical Standards Adherence (Hard Skills)
• Continuous Improvement (Soft Skills)
• Knowledge Sharing (Soft Skills)
• Vendor Coordination (Soft Skills)
• On-Call Support (Hard Skills)

Job Summary:

• Respond to IT incidents within a timely manner with appropriate level of urgency
• Record, track, and document the help desk request problem including all decisions made and actions taken through to final resolution within ticketing system
• Initiate and maintain consistent and appropriate follow-up of issues, tasks, and escalations with both end-users and team members
• Support team’s abilities and functions through positive customer relations
• Assist with IT related purchasing, invoice processing, and equipment management
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications
• Follow all check lists for installation of hardware and software, contribute new checklists 
• Assist with Moves, Adds, and Changes to on-site user end hardware

Skills on Resume:

• Incident Response (Hard Skills)
• Ticket Management (Hard Skills)
• Follow-Up Coordination (Soft Skills)
• Customer Relations (Soft Skills)
• IT Purchasing (Hard Skills)
• Hands-On Support (Hard Skills)
• Checklist Development (Soft Skills)
• Hardware Configuration (Hard Skills)

Job Summary:

• Maintain an inventory of installed software, managing software licensing, and creating policies and procedures for upgrades
• Analyze and make recommendations for hardware and software standardization
• Create user accounts and manage access control based on company policies
• Maintain, analyze, and repair hardware and software systems.
• Respond to tickets, and troubleshoot and resolve problems in a timely manner.
• Support and enforce information technology (IT) policies.
• Set up and configure new systems, new applications, and upgrades.
• Manage user account information, permissions, and rights, including groups.
• Document standard procedures and processes
• Provides technical support on the operation or maintenance of system equipment.
• Manages desktop systems to meet expectations for quality, timeliness, and cost-efficiency.
• Abides by a metric-based and customer satisfaction-driven support model environment.
• Performs desktop hardware services and repairs.
• Interfaces with the customer to facilitate support resolution.

Skills on Resume:

• Software Inventory Management (Hard Skills)
• Hardware Standardization (Hard Skills)
• Access Control (Hard Skills)
• System Troubleshooting (Hard Skills)
• Policy Enforcement (Soft Skills)
• System Setup (Hard Skills)
• Procedure Documentation (Soft Skills)
• Customer Support (Soft Skills)

Job Summary:

• Provide 3rd level investigation and resolution of desktop incidents, problems and support
• Provide support, advice and input on in-flight desktop transformation initiatives
• Monitor availability and performance of desktop systems and rectify issues
• Troubleshoot and resolve complex desktop related issues escalated from first and second level support
• Identify key improvements to existing desktop delivery processes
• Assess, document and implement desktop platform changes as required in conjunction with risk and security teams
• Document processes for internal policies and procedures related to desktop platforms
• Provide desktop support both onsite and remotely
• Responsible for following ITIL processes, focussing on Incident and Change Management
• Responsible for ensuring 3rd Party vendors and the business adhere to the underpinning IT processes
• Ensure the correct technology group are engaged and co-ordinated if multiple technology groups are involved
• Responsible for testing technology changes, ensuring technology change are implemented effectively

Skills on Resume:

• Advanced Troubleshooting (Hard Skills)
• Desktop Transformation Support (Hard Skills)
• System Monitoring (Hard Skills)
• Process Improvement (Soft Skills)
• Change Implementation (Hard Skills)
• Policy Documentation (Soft Skills)
• ITIL Compliance (Hard Skills)
• Vendor Coordination (Soft Skills)

Job Summary:

• Responsible for support of desktop, laptop and lab computers and software.
• Responsible for client restores and hardware troubleshooting.
• Responsible for adhering to ITIL principles and procedural mechanisms including those for Incident, Request, Problem and Change, documentation and Help Desk issue logging updating.
• Responsible for administering and implementing various monitoring systems and maintaining alert systems.
• Responsible for upgrades, hotfix installation, patch management and client updates.
• Experience with process control, technical documentation & compliance procedures.
• Responsible for customer engagement and management communications following company and departmental protocols.

Skills on Resume:

• Desktop Support (Hard Skills)
• Hardware Troubleshooting (Hard Skills)
• ITIL Compliance (Hard Skills)
• System Monitoring (Hard Skills)
• Patch Management (Hard Skills)
• Technical Documentation (Soft Skills)
• Customer Engagement (Soft Skills)
• Compliance Procedures (Hard Skills)

Job Summary:

• Provide technical support and guidance on software installation, utilization and troubleshooting to ensure successful implementation.
• Analyze the customer's technical environment and explain complex issues to customers in a non-technical way in order to maintain customer satisfaction.
• Observe and report on activities used to support customers, provide ideas, input, and innovation throughout the development process.
• Provide technical support to executive management and designated VIPs, and training to customer staff.
• Work closely with manager/team to develop and deliver proactive solutions to Windows / Linux / Apple-based infrastructure issues.
• Working within a small team to maintain high levels of support in order to maximize system availability.
• Develop and maintain SLA's, and compliance within the corporate financial environment.
• Develop and maintain Windows systems and deployment process, ensuring that all issues are documented, and all clients are supported in the majority of broke / fix issues.

Skills on Resume:

• Technical Support (Hard Skills)
• Customer Communication (Soft Skills)
• Process Innovation (Soft Skills)
• VIP Support (Soft Skills)
• Infrastructure Management (Hard Skills)
• Team Collaboration (Soft Skills)
• SLA Development (Hard Skills)
• System Deployment (Hard Skills)

Job Summary:

• Provide a high level of support & services to clients in the Private Banking entity of SG
• To be a troubleshooting expert and provide excellent customer service to end users and stakeholders
• Ensure that incidents are resolved in a timely manner to meet defined service level targets
• Provide smart hands for remote Level 3 teams for any data centre equipment maintenance
• Responsible for the process of IT new joiner and leaver process
• Participate in BAU task as and when required and ensure all relevant documentation is created and communicated to teams
• Collaborate with other USU teams to manage problems identified in BAU
• Create technical documentation for support teams and user guides in a central knowledge base
• Install, configure, maintain, and support PC hardware and software for end users computing environment
• Support/troubleshoot vendor and in-house developed applications
• Maintain hardware and software inventories and working with the central asset management team

Skills on Resume:

• Client Support (Soft Skills)
• Troubleshooting (Hard Skills)
• Incident Resolution (Hard Skills)
• Data Center Assistance (Hard Skills)
• User Onboarding (Soft Skills)
• Documentation (Soft Skills)
• Hardware Support (Hard Skills)
• Inventory Management (Hard Skills)

Job Summary:

• Ensuring Incidents and Requests are managed following the ITIL framework
• Liaise with 3rd line support teams to ensure prompt case resolution
• Ensuring SLA and KPI targets are met
• Following IT Security Guidelines
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Take ownership of user problems and be proactive when dealing with user issues.
• Co-operate with different business lines in ensuring direct requests are dealt with efficiently and escalated to the line manager 
• Ensure the process for communication regarding maintenance and outages to clients are followed
• Creating and updating technical documentation and user guides
• Continual Service Improvement to increase efficiency and effectiveness of IT services and processes

Skills on Resume:

• ITIL Management (Hard Skills)
• Case Resolution (Hard Skills)
• SLA Compliance (Hard Skills)
• IT Security (Hard Skills)
• Customer Service (Soft Skills)
• Issue Ownership (Soft Skills)
• Cross-Department Cooperation (Soft Skills)
• Documentation (Hard Skills)

Job Summary:

• Keep up, explore, and fix computer systems, hardware, printers, and computer peripherals
• Fix computer problems, and recommend appropriate action/solutions
• Give support on a variety of computer hardware and software issues by identifying, researching, and resolving technical problems
• Organize hardware repairs with the appropriate vendors
• Curate records of daily data communication transactions, issues and remedial actions taken or installation activities
• Deliver computer desktop support in accordance with established policies and procedures
• Interact regularly and effectively with ticket submitters
• Assist desktop team rollout computers.
• Carry-out visual inspection of areas to ensure correct functionality of equipment.
• Assist in validation audits and hardware testing of laptops, desktops and tablets.
• Testing of mobile devices including phones as well as hunt groups, printers and other peripheral devices.
• Software installation on a range of devices.
• Setting up of desktop and laptop environment within the office.

Skills on Resume:

• System Maintenance (Hard Skills)
• Problem Resolution (Hard Skills)
• Technical Support (Hard Skills)
• Vendor Coordination (Soft Skills)
• Data Recording (Soft Skills)
• Desktop Support (Hard Skills)
• Hardware Testing (Hard Skills)
• Software Installation (Hard Skills)

Job Summary:

• Responsible for the coordination of all desktop, systems and operational support activities. 
• Responsible for administrating, reporting and improving the Level 1 and Level 2 support activities for both the TS Team and 3rd party managed service provider.
• Develop a broad knowledge of environments, defined support procedures and the service levels expected by the Firm's user base and Executive Management. 
• Partner with the members of the Technology Solutions Team to proactively address support issues, monitor operational processes and resolve day-to-day issues. 
• Responsible for executing regular and repeated operational tasks including Operations Support 
• Track that all agreed upon services are met exceeded with Managed Service provider 
• Seek to improve and automate support processes to increase the efficiency and accuracy 
• Provide reporting across the operational landscape that accurately measures the performance of the team 
• Build strong, productive working relationships with all members of the Technology Solutions Team, Facilities Team and key vendors 
• Monitor and assist in the onboarding off-boarding process for technology services 

Skills on Resume:

• Support Coordination (Hard Skills)
• Activity Administration (Hard Skills)
• Technical Knowledge (Soft Skills)
• Issue Monitoring (Soft Skills)
• Operational Tasks (Hard Skills)
• Service Tracking (Hard Skills)
• Process Automation (Hard Skills)
• Team Collaboration (Soft Skills)

Job Summary:

• Build an A Gamerdquo mentality focused on a high service level that minimizes any breaks in productivity across the Firm 
• Keep knowledge base and other supporting documentation current and accurate. 
• Perform operatreed services are met exceeded with Managed procedures, processes and guidelines. 
• Automate analysis, administration and remediation procedures, workflows and tasks. 
• Maintain key process documentation and audit evidence 
• Responsible for vulnerability reporting and escalation within provided toolset. 
• Create, track and escalate ServiceNow tickets for vulnerability remediation. 
• Develop and regularly report on vulnerability metrics 
• Produce key capacity and KPI metrics and reports Maintain and update monthly and quarterly operational metrics reports 
• Deliver all reports within agreed timeframes with a focus on accuracy and detail 

Skills on Resume:

• Service Focus (Soft Skills)
• Documentation Management (Hard Skills)
• Procedure Automation (Hard Skills)
• Vulnerability Reporting (Hard Skills)
• Ticket Management (Hard Skills)
• Metrics Reporting (Hard Skills)
• KPI Tracking (Hard Skills)
• Timely Reporting (Soft Skills)