Job Summary:

• Be responsible for the effective and efficient delivery of L2/L3 services
• Working independently as well as within groups to resolve end-user-related issues
• Supporting Teams and Systems including Enterprise Citrix, Virtual & Physical Desktop, Mobile Phone Support, Identity & Access Management, Printers, e-fax, Email Messaging, Windows 10, and Mac OS
• Working closely with the Senior End User Experience Analyst team, other internal teams, as well as multiple outsourced services providers
• Participating in project and operations support work
• Receive client requests mostly via phone and some requests electronically.
• Analyze and resolve customer technical issues, including providing guidance for critical operations systems including SRS, TIS, CTS, Pegasus, AGS, OASIS, LMS, Mechanical Toughbook Menu, and Omnicast.
• Document incidents in Service Manager
• Escalate urgent or unresolved problems to the relevant technical support staff.
• Monitor progress on the incident

Skills on Resume: 

• Technical Troubleshooting (Hard Skills)
• End User Support (Hard Skills)
• Team Collaboration (Soft Skills)
• Incident Documentation (Hard Skills)
• Access Management (Hard Skills)
• Project Support (Hard Skills)
• Communication (Soft Skills)
• Escalation Management (Hard Skills)

Job Summary:

• Provide Weston Foods users with various IT support issues/resolutions
• Install, configure and upgrade such as Personal computers (desktops, laptops and tablets), thin clients and related peripherals (Operating systems including Windows 8,10, IOS), MS Office suite - 2016, O365, OneDrive
• Provide support and answers to queries on-site, via Skype/Teams or remotely
• Assist with different tasks related to hardware and software setup for new hires and existing employees
• Perform backup and recovery duties
• Troubleshoot hardware and software-related problems for end users
• Device lifecycle and upgrade
• Providing support for handheld devices used by Independent Drivers in the field
• Responsible for maintaining own queue, updating and resolving tickets, meeting or exceeding the team's committed SLAs
• Provide 1st and 2nd level troubleshooting for desktops, Laptops, multi-function devices and mobile devices
• Deliver excellent IT service support to end users
• Track and manage IT issues using a ticketing system
• Participate in internal IT-related projects

Skills on Resume:

• IT Support (Hard Skills)
• Hardware Installation (Hard Skills)
• Remote Support (Soft Skills)
• Device Lifecycle Management (Hard Skills)
• Backup and Recovery (Hard Skills)
• Ticketing System Management (Hard Skills)
• End-User Communication (Soft Skills)
• Project Participation (Soft Skills)

Job Summary:

• Provide a positive customer experience with each customer interaction.
• Manage and support end-user environment, including request management, incident resolution, access control, patch management, automation, imaging, software deployments and third-party vendor support in order to meet delivery timelines, service level agreements and customer expectations.
• Communicate accurately, timely and clearly with all stakeholders in support of the end-user environment.
• Develop and maintain an inventory of all site computer equipment used to support end users.
• Maintain accurate documentation related to incidents, service requests, inventory and projects in appropriate systems.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting and statistically monitoring end user environment.
• Investigate, recommend and utilize technology to improve and automate end-user device management and support.
• Assist in developing long-term strategies and capacity planning for meeting future end-user hardware needs.
• Assist in testing, evaluation and selection of infrastructure and applications.
• Analyze basic business needs and recommend ways to optimize end-user hardware and software resources in achieving business objectives.
• Train end users in the appropriate use of technology.

Skills on Resume:

• Customer Service (Soft Skills)
• Environment Management (Hard Skills)
• Clear Communication (Soft Skills)
• Inventory Management (Hard Skills)
• Documentation Management (Hard Skills)
• Process Improvement (Hard Skills)
• Strategic Planning (Hard Skills)
• User Training (Soft Skills)

Job Summary:

• Ensure all AV meeting rooms are maintained in good working order, including regular testing and maintenance of audio-visual equipment.
• Provide Onsite and Offsite AV and IT Support for Executive and VIP events.
• Diagnose, research, and manage requests and incidents through to resolution.
• Collaborate with Service Desk and the engineering teams to ensure the end user estate is functioning optimally.
• Perform laptop builds and update software packages.
• Conduct handover of new and replacement hardware, ensuring the end user has a good understanding of how to use it and how to seek support.
• Coordinate the distribution and collection of end user hardware for starters, leavers, service requests and break-fix replacements.
• Maintain accurate ticket records, ensuring callers are kept informed throughout the lifecycle of the request.
• Build effective relationships with colleagues to aid IT support and the delivery of high standards of service.
• Create and update Knowledge Items and other relevant documentation.

Skills on Resume:

• AV Maintenance (Hard Skills)
• Event Support (Hard Skills)
• Incident Resolution (Hard Skills)
• Team Collaboration (Soft Skills)
• Laptop Builds (Hard Skills)
• Hardware Handover (Soft Skills)
• Asset Coordination (Hard Skills)
• Documentation Management (Hard Skills)

Job Summary:

• Configuration of PCs and ensuring satisfactory ‘on-boarding’ from an IT perspective, as well as providing new users training.
• Monitor telephone hotline, email Inbox and other communication tools.
• Log all interactions in Service Desk and attempt immediate resolution.
• Proactively monitor call queues and undertake Level 1/Level 2 resolution of tickets within defined SLAs.
• Install and configure operating systems as well as desktop software in accordance with company standards.
• Providing support to users via telephone, email and remote control for all Marken applications (internal and external), for example Maestro, Solo, Office365, Zoom, Dropbox, slack, etc.
• Handover to, and receive handover from, the IT teams in the other regions.
• Undertake ad-hoc infrastructure/desktop remediation work as directed.
• Maintain knowledgebase library -Support the disaster recovery site and take part in annual exercises as well as being on rotation for monthly maintenance visits.
• Assisting with any applications access issues, including Checkpoint VPN connectivity, Multi-Factor authentications, or SSO via Azure AD.
• Create a clear and concise documentation for all IT infrastructure and IT services utilised by the local branch.
• In conjunction with the Director of IT Operations, & Manager of Cyber Security, ensure IT security practices are maintained.
• Install, configure and maintain network services and equipment to include switches, load balancers and firewalls.
• Provide technical assistance in the administration of servers and server clusters to include MS SQL database servers, IIS web servers, MS Active Directory servers and other infrastructure support application servers.

Skills on Resume:

• PC Configuration (Hard Skills)
• Communication Monitoring (Soft Skills)
• Service Desk Interaction (Hard Skills)
• Ticket Resolution (Hard Skills)
• Software Installation (Hard Skills)
• Application Support (Hard Skills)
• Documentation Creation (Hard Skills)
• IT Security Practices (Hard Skills)

Job Summary:

• Respond to user inquiries and troubleshoot reported issues, and provide ongoing technical and user support
• Train ERP users on supported systems and provide process/system support, develop, and maintain functional user documentation
• Build strong relationships through problem understanding
• Ensure timely resolution or escalation, and communicate promptly on progress
• Track system issues and enhancement requests for review and resolution by technical teams
• Assist with the rollout of new tools and systems to ERP users including the execution of testing and training tasks
• Aid in the creation and maintenance of standard operating procedures, workflow diagrams, and training materials.
• Write test cases, organize testing workbooks and user guides
• Prepare and/or create data to enable testing
• Communicate effectively across teams to meet project timelines and deliverables
• Identifying and resolving issues independently would describe the self as a “troubleshooter.”
• Supporting systems, previously participating in system testing and implementing system activities

Skills on Resume:

• User Support (Hard Skills)
• User Training (Hard Skills)
• Relationship Building (Soft Skills)
• Issue Resolution (Hard Skills)
• Issue Tracking (Hard Skills)
• Tool Support (Hard Skills)
• Documentation Creation (Hard Skills)
• Effective Communication (Soft Skills)