• Lead on device deployments and image building
• Use SCCM and InTune for laptop, desktop, tablet, and mobile deployments
• Provide hardware and software support for end users across multiple sites
• Manage installs, upgrades, and repairs for IT equipment
• Provide remote and onsite support
• Uphold, update, and ensure the IT policies and procedures best practice
• Carry out backups, security and system updates
• Develop and maintain the organization's infrastructure
• Contribute to meetings and propose recommendations to improve the IT environment
• Carry out network cabling, file servers, printers, and other peripheral devices
• Revisits personal and team queues to ensure that end-user issues are resolved as quickly as possible
• Applies a view of customer success to all customer interactions
• Engages a peer or supervisor when unable to provide adequate assistance

Skills: Device Deployment, SCCM and InTune Management, End-User Support, IT Equipment Management, Policy Compliance, Backup and Security Management, Infrastructure Development, Customer Success

• Logging, prioritization and escalation of IT issues and requests via the ticketing system
• Resolution of support issues and requests via telephone or remote support
• Assist VIPs in addressing IT-related issues
• Provide the alternative resolution or workaround to resume the services, which are mission-critical and impact business
• Updating and maintaining hardware asset registers, and software licenses, keeping antivirus software updated on all computers
• Manage desk moves and changes, including the staff on/off-boarding process
• Own technical escalations end-to-end, ensure resolution has been fully implemented and end user satisfaction has been achieved
• Provides employee introductions to various systems/applications and training
• Support the development and implementation of all IT policies and operating procedures
• Clear and close service tickets include aging tickets
• Setup, configure, install and deploy computers to users
• Support, setup and maintain meeting room AV system

Skills: Ticketing System Management, Remote Support, VIP Support, Workarounds, Asset Management, Desk Moves, Technical Escalations, Training Support

• Submit, assign, and monitor tickets in the Service Now queue.
• Prioritize the workload based on sensitivity and impact, and follow up on open tickets to make sure issues are resolved within the set SLA.
• Participate in day-to-day operations for supporting on-site and remote staff.
• Leverage technical expertise for users' endpoint devices, phones, VDI
• Maintain service-level role performance by supporting users via business phone, emails, and other collaboration tools to ensure objectives are achieved
• Execute day-to-day functions of End User Support. 
• Ensuring following priorities and procedures
• Ensure a good fit for the role by taking part in technical and interpersonal training
• Building and influencing cross-functional relationships and successfully interacting with executive teams
• Provide exceptional customer service for the users consistently, exhibit empathy to user problems, and take full ownership of providing prompt support for all IT needs.
• Partner effectively with team members and work on a flexible and collaborative team
• Conduct independent research by reading knowledgebase articles, manuals, and procedure documents.
• Manage problems through resolution with clear communication and status updates for affected users and management.
• Provide on-call support and weekend coverage based on business requirements

Skills: ServiceNow Ticket Management, End User Support, Incident Management, Problem Management, SLA Prioritization, Cross-functional Collaboration, Customer Service, On-call Support

• Support specialized peripherals such as pen displays, high-end printers and plotters
• Administer Microsoft Windows PCs and Office 365 (Office, OneDrive, Teams)
• Manage Active Directory users and computers, folder permissions and group policy
• Perform troubleshooting of basic connectivity issues with wireless and wired networks
• Effectively manage all work using a help desk ticketing system
• Recognize and communicate trending end-user technical issues and security incidents
• Regularly collaborate with the help desk and other IT partners to support end users
• Conduct onsite hands-on support for the infrastructure and security teams
• Support web conferencing meetings using various hardware and software configurations
• Troubleshoot and manage endpoint security and disk encryption technologies

Skills: Peripheral Support, Windows and Office 365 Administration, Active Directory Management, Network Troubleshooting, Ticketing System Management, Security Incident Communication, IT Team Collaboration, Endpoint Security Troubleshooting

• Installing/maintaining office (O365) technologies for end users, includes supporting Outlook, Teams, the office suite, remote connectivity, VPN, building laptops/desktops, installing end-user equipment (monitors, docking stations, headsets, etc.)
• Transferring profiles, A/V conference setups, and any other support needed
• Work with users when on site, and also support them remotely when they are working from home
• Perform complex troubleshooting and resolution related to end-user core technologies and collaborate with SMEs to fix the issue permanently
• Take part in any number of projects they are called upon, this could include anything from a hardware refresh project, to a conference room configuration upgrade
• Reports directly to the Budapest Office Field Services lead
• Managing and supporting the End User Computing environment including but not limited to end-user devices in the Budapest office. 
• Acting as remote hands for some operations done on the local infrastructure components such as local Storage, Virtualized Desktops, network devices etc.
• Providing quick and effective turnaround for tickets logged, after completing due investigation
• Responsible for the timely and effective management and prioritization of tickets assigned to them
• Perform independently as well as work in partnership with the Remote Helpdesk and various technology disciplines such as Operations, Windows, UNIX and Networks
• Perform daily checks and confirm that site-specific common technology is operational and organized (conference rooms, printing, etc.)

Skills: O365 Support, Equipment Installation, Remote User Support, Troubleshooting, Project Participation, User Computing Management, Infrastructure Support, Ticket Management

• Hands-on experience with Windows/Linux/Mac OS environments
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Understanding of basic principles of hardware, software, networking
• Advanced skills in troubleshooting OS, hardware, network
• Experience in providing end-user support
• Technically proficient in ticketing and monitoring tools, technical support and database administration
• Concrete knowledge of Java and VBA
• Solid experience in providing support to regional offices
• Good command of both written and spoken English
• Experience with collaboration tooling such as Webex, Team Viewer and MS Teams
• Experience with CUCM and Antivirus technologies such as Cisco Amp

Qualifications: BA in Computer Science with 3 years of Experience

• Experience with SCCM/Intune Administration including packaging software, imaging laptops
• Experience working with Mac OSx and Jamf
• Understanding of ITIL (ITIL foundation)
• Experience with excellent knowledge of Office 365 and MS Operating Systems
• Understanding of IT Tools, Active Directory, Azure AD and Exchange
• Experience in a customer-facing IT support role supporting Windows 10 systems
• Ability to troubleshoot and resolve both hardware and software technical issues
• Experience in adhering to audited procedures
• Experience using ITSM tools such as ServiceNow
• Excellent customer relations skills
• Excellent communication skills, both written and verbal, together with a polite telephone manner
• Friendly and approachable with good customer service skills and able to communicate with colleagues who have varying IT knowledge
• Excellent troubleshooting and investigation skills
• Well-organized and able to prioritize workload

Qualifications: BS in Information Technology with 4 years of Experience

• Experience with IT Incident handling and management
• Experience with SharePoint administration and management
• Experience with Microsoft Endpoint management
• Experience with O365-based collaboration services
• Experience with collaboration and communication at all levels of the organization
• Knowledge of working in the financial services sector
• Familiarity with the concepts of the administration of Office 365 services
• Ability to develop expertise across at least two core services such as Exchange Online, SharePoint Online, Teams, etc.
• DevOps attitude and strong knowledge of PowerShell or an equivalent scripting language
• SCCM and Intune device management experience
• Familiarity with SCRUM and Agile methodologies
• Experience with ServiceNow ITSM tool 
• Experience with Multi-Factor Auth setup (MS MFA, DUO), MS Intune

Qualifications: BA in Systems with 3 years of Experience

• Strong ability to make decisions on routine work and interpret and enforce established corporate guidelines, policies and procedures.
• Ability to lead and mentor junior End User Support staff.
• Ability to manage time well in a fast-paced environment and prioritize tasks frequently.
• Knowledge of endpoint operating systems platforms including Windows, IOS and Android
• Deep knowledge of application and desktop virtualization technologies.
• Advanced knowledge of mobile device management solutions such as Blackberry or Good Technologies.
• Knowledge of dependent end-user compute technologies including VMware ESXi, Active Directory, networking and storage area networks and servers.
• Excellent analytical and problem-solving skills. 
• Ability to perform advanced troubleshooting and in-depth research, and develop solutions to complex problems.
• Strong interpersonal and oral and written communication skills to provide quality customer service.
• Experience with Apple hardware and OS
• Experience with HP Hardware, Powershell

Qualifications: BS in Network Administration with 4 years of Experience

• In-depth knowledge of Windows 10 OS and Windows Desktop Applications.
• Experience and good knowledge in Level 1 and Level 2 support of LAN, WAN, Email, Unified communications, Tele and Data communications and Networks
• Ability to set up and operate audio-visual equipment for training, presentations and meetings
• Knowledge of computer hardware including desktop PCs, laptops, mobile devices and servers
• Knowledge and demonstrated expertise with the management and support of Microsoft Active Directory Domain (User objects, Computer objects, Groups and security, etc)
• Knowledge and demonstrated expertise with the management and support of Microsoft Office, Office 365, and common productivity applications.
• Knowledge of basic networking concepts including wireless and LAN.
• Awareness of commonly used Microsoft products and services
• Knowledge of enterprise two-factor authentication (2FA) services including Microsoft Authenticator
• Experience in End Point Security (eg Antivirus) Level 1 Support (Antivirus, Anti-malware, Anti-spyware etc).
• Experience in tracking Anti-virus signature status, rectifying Anti-virus client issues and monitoring and resolving virus-related security alerts
• Strong Windows technologies such as O365 and productivity tooling
• Experience with WebEx, S4B, MS Teams and Windows 10

Qualifications: BS in Cybersecurity with 5 years of Experience