• Supporting computer hardware and software systems to ensure functionality, reliability and performance
• Performing and monitoring performance to ensure hardware and systems are stable and operating efficiently
• Troubleshooting and resolving software and hardware problems to ensure a swift resolution
• Ensuring protocols are followed for checking and verifying software and hardware to ensure products are tested effectively
• Navigating the workload ticketing system and resolving tickets in order of urgency through efficient prioritisation
• Working with other teams to ensure that software and hardware systems are designed to support organizational goals
• Answer support requests via phone and log them into the ticketing system
• Monitor the personal ticket queue and actively work on tickets that are assigned
• Provide a high level of customer service
• Troubleshoot issues with Windows, Mac and thin clients as well as mobile devices
• Identify the Root Cause and escalate
• Image PC and Mac computers
• Maintain patch compliance

Skills: Hardware and Software Support, Performance Monitoring, Troubleshooting, Testing and Verification, Ticketing System Management, Cross-Team Collaboration, Customer Service, System Imaging and Patch Compliance

• Provide exceptional customer service and IT Support to WEX Employees for all end user services
• Provide Tier 2 and Tier 3 support of medium to high complexity
• Manage Incidents and Service Requests from the IT portal, emails, calls, and chats
• Utilize remote takeover software capabilities to solve incidents and to train end users
• Follow standard operating procedures
• Log and update all work tickets using the IT Service Management System
• Troubleshoot problems and provide timely resolutions
• Escalate issues and involve experts in order to resolve issues
• Recommend procedures and controls for problem prevention
• Perform root cause analysis for identified problems

Skills: Exceptional Customer Service, Tier 2 and Tier 3 Support, Incident and Service Request Management, Remote Support, Adherence to SOPs, Work Ticket Management, Problem Troubleshooting, Root Cause Analysis

• Take ownership and responsibility of an issue from start through resolution
• Set clear and reasonable expectations with customers as to resolution and timeframe, keeping users informed of progress
• Share resolutions with the extended team and document in the information knowledge base
• Provide training to team members
• Develop, document, and implement standard operating procedures and customer service guidelines relating to IT support
• Learn fundamental operations of commonly used software, hardware, systems and other equipment
• Develop solid understanding of IT operations, applications, systems and business related processes and procedures
• Familiar with WEX systems and resources
• Educate WEX constituency and promote adoption of available self-service tools
• Conduct customer/user satisfaction call-backs/surveys
• Provide support for IT Projects and IT Service Delivery initiatives

Skills: Issue Ownership, Setting Customer Expectations, Knowledge Sharing, Team Training, SOP and Guidelines Development, Software and Hardware Knowledge, IT Operations Understanding, Customer Education and Adoption

• 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 to support 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 the 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
• Strive to provide exceptional customer service for the users on a consistent basis, 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.

Skills: Ticket Management, Prioritization and SLA Adherence, On-site and Remote Support, End User Support, Service Level Management, Training and Development, Cross-Functional Collaboration, Customer Service and Ownership

• Continuously exhibit and uphold Core Values of Integrity, Accountability, Communication and Teamwork, Innovation and Customer Service
• Provide end-user service and support for incoming queries of basic complexity
• Log all end-user requests into the appropriate application
• Perform daily follow-ups on all open issues and requests
• Perform EUSS 'morning checklist' to ensure the functionality of call recording, internet connection, web servers, EUSS email, main phone line, etc
• Manage company-issued loaner equipment such as cell phones
• Administer employee building and suite access
• Reset and unlock user passwords
• Participate in night and weekend coverage rotation
• Ensure the team is available per roster.
• Achieving 100% customer's satisfaction
• Identify & train the backup resource for critical roles of his team
• Creation of SOP, KEDB & other technical documents/training manuals etc.
• Proposes implements and supports new technical solutions that improve business operations.

Skills: Core Values Adherence, End User Support, Request Logging and Follow-up, System Functionality Checks, Equipment Management, Access Administration, Password Reset and User Support, Documentation and Training

• Experience running and maintaining a workplace environment involving laptops with Macs OS and VM running Windows OS or Linux OS systems
• Expertise in Okta integrations with SaaS applications
• Good understanding of Office365 Administration (MS suite of tools, including email, and Active Directory) and Okta IdP
• Good understanding of JAMF tools for managing Mac laptops
• Solid communication skills, customer focus and ability to communicate across a broad user base
• Ability to multi-task, prioritize and deliver projects on time
• Ability to administer macOS and support macs and Linux using command line.
• Experience with mobile device management (MDM) solutions, ticketing systems, and IT documentation platforms.
• Technical knowledge of Windows operating system and experience with deployments and troubleshooting
• Experience working in a technical support position.
• Experience working cooperatively with technical support groups when troubleshooting network issues via bridge calls, email, and instant messenger and other communication tools.
• Knowledge, skills, and abilities in some or all of the following Computer networking knowledge, Verifying network timings, Verifying proper sequential operation, Verifying data transmission and data return formats
• Good oral and written communication skills to support communication and incident ticket documentation of all interactions with callers or users, including phone, email, in-person, and other communication formats.

Qualifications: BA in Information Technology with 4 years of Experience

• Experience with basic computer networking and common end-user troubleshooting
• Experience with Windows, Mac, iOS, and Android operating systems
• Experience with Microsoft Office and common collaboration tools
• Ability to communicate effectively with technical and non-technical communities
• Ability to work with varying levels of internal stakeholders and external vendors
• Capability to manage aggressive deadlines while staying true to strategic outcomes
• Communicates and demonstrates a shared sense of purpose
• Excellent communication skills and the ability to interface with customers with confidence and clarity Ability to work independently on projects and a sharp eye for detail
• Highly collaborative, team-oriented individual
• Positive, enthusiastic and confident attitude

Qualifications: BS in Computer Science with 3 years of Experience

• Experience with Active Directory
• Experience with VPN (IPSec/SSL) software
• Experience with Citrix Presentation Server
• Experience with Windows workstation/server operating systems and Microsoft Office Suite
• Experience with macOS and Apple devices.
• Strong problem-solving and analytical skills
• Detailed knowledge and understanding of the relevant technologies and platforms
• Ability to function and contribute in a team environment
• Basic project management skills
• Strong customer service skills
• Strong time management skills
• Strong interpersonal and communication skills
• Ability to work in a fast-paced environment

Qualifications: BA in Information Systems with 4 years of Experience

• Familiarity of lab networking
• Familiarity with Firewall technology and management of private LANs/networks
• Excellent interpersonal and customer service skills
• Ability to effectively collaborate with other IT professionals
• Ability to work well in a collaborative team environment
• DOE L Clearance, ability to obtain Q clearance
• Experience in Enterprise IT infrastructure including high-level MS Windows desktop administration and domain administration knowledge.
• Prior working experience with Sandia infrastructure
• Experience with quality assurance testing
• Experience in developing scripts for automating service tasks
• Good experience of technical support in a customer-facing role
• Ability to resolve problems and identify solutions
• Able to collaborate and work productively as part of a team Be able to build relationships with people of all levels of seniority and backgrounds
• Experience in tracking multiple sources of information and data points.
• Able to be flexible to cover multiple time zones based on the needs of projects

Qualifications: BA in Computer Engineering with 5 years of Experience

• Experience, knowledge, and troubleshooting skills in the following technical areas like Administering enterprise environments with Windows 7/10 and Office 365, SCCM, Citrix/Terminal Services, VPN, and remote administration, TCP/IP, DNS, Print Servers, DHCP, LAN, wireless, Active Directory, Cisco Call Manager, etc.
• Excellent written and verbal communication, interpersonal, and leadership skills
• Ability to work effectively with all organizational levels within a culturally diverse environment.
• Knowledge of current systems software, protocols, and standards, including DHCP, DNS, TCP/IP, and Active Directory.
• Knowledge of local area network administration.
• Hands-on software and hardware troubleshooting experience.
• Ability to conduct research into software or hardware issues and products.
• Experience working in a team-oriented, collaborative environment.
• Strong interpersonal and oral communication skills.
• Proven analytical and problem-solving abilities.
• Adept at reading, writing, and interpreting technical documentation and procedure manuals.

Qualifications: BS in Software Engineering with 4 years of Experience