Job Summary: 

• Support users remotely and on-site.
• Provide efficient and comprehensive solutions to clients’ technical issues.
• Provide technical support.
• Respond promptly and courteously to support requests.
• Prioritize requests according to criticality.
• Identify timely and accurate solutions to technical issues.
• Document all support activities in the ticket tracking database.
• Take ownership of user problems and be proactive when dealing with user issues.
• Work closely with users at all levels.
• Work closely with the security team and maintain a security-centric approach in every aspect of the IT service delivery.

Skills on Resume: 

• Technical Troubleshooting (Hard Skills)
• Remote Support (Hard Skills)
• On-Site Support (Hard Skills)
• Ticket Documentation (Hard Skills)
• Security Awareness (Hard Skills)
• Problem Ownership (Soft Skills)
• User Communication (Soft Skills)
• Prioritization (Soft Skills)

Job Summary: 

• Work with the latest technologies in virtualization, networking, and software.
• Diagnose computer problems, monitor, and troubleshoot infrastructure and systems.
• Set up, configure, and maintain software, servers, and integrated devices.
• Assist with any other areas of IT - Tier 1 through Tier 3.
• Assist all NBMC end users and staff members.
• Answer help desk calls.
• Build a strong relationship with staff and community, providing excellent service to the environment.
• Document workflow of processes within the organization.
• Conduct user IT training and communication of IT policies and standards.
• Perform scheduled departmental audits and report findings to management.

Skills on Resume: 

• Virtualization Technologies (Hard Skills)
• Networking (Hard Skills)
• Software Maintenance (Hard Skills)
• System Troubleshooting (Hard Skills)
• Help Desk Support (Hard Skills)
• User Training (Soft Skills)
• Process Documentation (Hard Skills)
• Relationship Building (Soft Skills)

Job Summary: 

• Provide excellent customer service to all colleagues onsite and remotely.
• Log incidents, user queries, and diagnose faults via Ivanti Corporate Help Desk System.
• Efficiently escalate support cases to second and third line support.
• Track support cases to resolution within SLA.
• Configure and maintain laptops, PCs, mobiles, printers, and phone systems.
• Support back office systems.
• Support third-party software.
• Install antivirus software on desktops and laptops.
• Manage user accounts.
• Arrange the distribution of equipment to other sites.

Skills on Resume: 

• Customer Service (Soft Skills)
• Incident Logging (Hard Skills)
• Fault Diagnosis (Hard Skills)
• Case Escalation (Hard Skills)
• SLA Management (Hard Skills)
• Device Configuration (Hard Skills)
• Software Support (Hard Skills)
• User Account Management (Hard Skills)

Job Summary: 

• Provide and configure new computer equipment for staff.
• Oversee key software platforms such as Office 365 and staff email accounts.
• Develop policies surrounding cybersecurity measures and internet usage safety.
• Conduct training sessions on cybersecurity and best practices to avoid scams.
• Serve as primary IT support to diagnose and resolve hardware/software issues on PC/macOS workstations and infrastructure hardware.
• Troubleshoot and resolve network connectivity issues via phone, in-person, or electronically.
• Develop and maintain documentation for procedures and user resolutions.
• Log bugs and enhancement requests.
• Work calmly in high-pressure situations and manage multiple ongoing projects.

Skills on Resume: 

• Computer Configuration (Hard Skills)
• Office 365 Management (Hard Skills)
• Cybersecurity Policy (Hard Skills)
• Cybersecurity Training (Soft Skills)
• Network Troubleshooting (Hard Skills)
• Procedure Documentation (Hard Skills)
• Stress Management (Soft Skills)
• Project Management (Soft Skills)

Job Summary: 

• Provide support for Apple and Windows hardware, including MacBooks, Windows laptops, and AppleTV.
• Troubleshoot issues with supported applications to ensure a smooth user experience.
• Handle onboarding for new users and manage offboarding for departing employees.
• Set up and resolve issues with audio/visual equipment for meetings and events.
• Perform basic network diagnostics to maintain reliable connectivity.
• Address common printer problems and ensure the availability of printing services.
• Administer G Suite products, including accounts, permissions, and configurations.
• Maintain accurate records of IT inventory and asset usage.
• Monitor hardware lifecycle to support timely upgrades and replacements.
• Stay updated on emerging technology trends within the hospitality industry.
• Recommend innovative tools that align with industry-specific needs.

Skills on Resume: 

• Apple Windows Support (Hard Skills)
• Application Troubleshooting (Hard Skills)
• User Management (Hard Skills)
• Audio Visual Support (Hard Skills)
• Network Diagnostics (Hard Skills)
• Printer Support (Hard Skills)
• G-Suite Admin (Hard Skills)
• IT Inventory Management (Hard Skills)

Job Summary: 

• Consult with the IT manager and collaborate with other departments.
• Deliver IT support to both office employees and staff at corporate restaurant locations.
• Monitor the performance of hardware, software, and core systems to ensure reliability.
• Perform software updates and implement necessary hardware or system upgrades.
• Administer databases while safeguarding system security and access controls.
• Communicate professionally with clients to build trust and maintain satisfaction.
• Provide consistent customer service that exceeds user expectations.
• Keep documentation accurate, detailed, and up to date for future reference.
• Expand and refine the technical expertise to better support client environments.
• Contribute to knowledge sharing that strengthens overall IT service delivery.

Skills on Resume: 

• IT Collaboration (Soft Skills)
• IT Support (Hard Skills)
• System Monitoring (Hard Skills)
• System Upgrades (Hard Skills)
• Database Administration (Hard Skills)
• Client Communication (Soft Skills)
• Customer Service (Soft Skills)
• Documentation (Hard Skills)

Job Summary: 

• Manage tickets, actively troubleshoot, and communicate with clients to facilitate issue resolution.
• Troubleshoot technical issues, including connectivity problems, printing issues, PC performance issues, and virus mitigation.
• Field contacts from end users via chat, telephone, and email.
• Document support issues and all steps performed in the ServiceNow ticketing tool.
• Update cases and communicate with clients following incident lifecycle protocols.
• Escalate customer issues through proper channels.
• Recognize and prioritize tasks arriving in the dedicated queue.
• Provide all internal clients with dedicated, positive, and efficient service at all times.
• Be accountable for measurable key performance indicators, including resolution time and rate, contacts handled per day, and client satisfaction.
• Ensure top quality of data for incidents handled by the team.

Skills on Resume: 

• Ticket Management (Hard Skills)
• Technical Troubleshooting (Hard Skills)
• User Support (Hard Skills)
• Issue Documentation (Hard Skills)
• Case Escalation (Hard Skills)
• Task Prioritization (Soft Skills)
• Client Service (Soft Skills)
• KPI Accountability (Hard Skills)

Job Summary: 

• Provide tier 1 and tier 2 support for end users, management, and senior leadership staff.
• Ensure timely and consistent resolution of incidents while exceeding service expectations.
• Manage onboarding tasks such as new hire setup, device imaging, and equipment logistics.
• Oversee the deployment and configuration of computers and related hardware.
• Monitor departmental objectives on a daily and weekly basis to maintain continuity.
• Take ownership of assigned projects that focus on automating or improving workflows.
• Perform user administration tasks, including account changes, group policies, and phone setups.
• Provision hosted resources such as Microsoft Exchange mailboxes and distribution groups.
• Assist with responsively troubleshooting client-related issues.
• Support new user onboarding by guiding access and system readiness.

Skills on Resume: 

• Tier 1 2 Support (Hard Skills)
• Incident Resolution (Hard Skills)
• Onboarding Support (Hard Skills)
• Hardware Deployment (Hard Skills)
• Objective Monitoring (Hard Skills)
• Project Ownership (Soft Skills)
• User Administration (Hard Skills)
• Resource Provisioning (Hard Skills)

Job Summary: 

• Deliver comprehensive desktop and end-user support across the organization.
• Handle helpdesk triage along with tier 1 and tier 2 technical assistance.
• Perform laptop diagnostics, repair, imaging, and provisioning activities.
• Administer user accounts and manage access creation efficiently.
• Coordinate IT onboarding processes for new hires to ensure smooth transitions.
• Collaborate with IT managers to strengthen device lifecycle management strategies.
• Engage with vendors to manage hardware acquisitions and oversee repair services.
• Track and report on end-user support metrics to improve service quality.
• Develop guidelines that streamline hardware and software procurement.
• Assist in monitoring IT expenses to ensure cost efficiency.
• Support planning for long-term resource allocation within budgetary frameworks.

Skills on Resume: 

• Desktop Support (Hard Skills)
• Helpdesk Support (Hard Skills)
• Laptop Maintenance (Hard Skills)
• User Administration (Hard Skills)
• Onboarding Coordination (Hard Skills)
• Lifecycle Management (Hard Skills)
• Vendor Management (Soft Skills)
• Support Metrics (Hard Skills)

Job Summary: 

• Troubleshoot all technology-related issues for users.
• Image and reimage user workstations and deploy them to assigned locations.
• Create and maintain user network and Exchange accounts.
• Manage user access permissions.
• Assist users with systems maintenance, information assurance, network and desktop support, and field support.
• Deploy, configure, and set up new technology.
• Migrate old systems to new systems during hardware refreshes.
• Reinforce SLAs to manage end-user expectations.
• Assist in completing various technical projects.
• Provide suggestions for continual improvement.

Skills on Resume: 

• Issue Troubleshooting (Hard Skills)
• Workstation Imaging (Hard Skills)
• Account Management (Hard Skills)
• Access Permissions (Hard Skills)
• System Support (Hard Skills)
• Tech Deployment (Hard Skills)
• System Migration (Hard Skills)
• SLA Management (Hard Skills)

Job Summary: 

• Receive and process new employee documents from HR and other key business stakeholders.
• Track the status of IT onboarding processes and provide updates to the business.
• Administer, troubleshoot, and support network operations and projects.
• Coordinate with IT Procurement on hardware deployments or returns and provide status updates to IT Support, HR, and hiring managers.
• Update and maintain hardware and software documentation to reflect asset assignments for new employees.
• Receive and process employee terminations and provide updates to the business.
• Assist with IT asset and access management.
• Add, edit, and remove user access privileges.
• Troubleshoot and repair hardware and software issues according to documented procedures.
• Ensure accurate asset management and tracking.

Skills on Resume: 

• Onboarding Processing (Hard Skills)
• Onboarding Tracking (Hard Skills)
• Network Support (Hard Skills)
• Hardware Coordination (Hard Skills)
• Asset Documentation (Hard Skills)
• Offboarding Processing (Hard Skills)
• Access Management (Hard Skills)
• Hardware Troubleshooting (Hard Skills)

Job Summary: 

• Assist with deploying end-user workstations and mobile devices across the organization.
• Troubleshoot mobile device hardware, software, and application issues.
• Perform regular support tasks, reporting, and data-related activities for assigned systems.
• Collaborate with internal teams to address system problems and provide cross-functional support.
• Coordinate new branch openings by researching and recommending available services, such as ISP providers.
• Maintain IT inventory and ensure timely supply distribution to branches.
• Work with external partners to resolve computer-related issues effectively.
• Track and follow up on tickets with third-party vendors to ensure timely resolution.
• Develop and document operational processes to improve IT consistency.
• Establish procedures that enhance efficiency in ongoing support activities.
• Assist infrastructure teams when handling hardware or network-related issues.

Skills on Resume: 

• Device Deployment (Hard Skills)
• Mobile Troubleshooting (Hard Skills)
• System Support (Hard Skills)
• Cross-Functional Support (Soft Skills)
• Branch Coordination (Hard Skills)
• IT Inventory (Hard Skills)
• Vendor Management (Soft Skills)
• Process Documentation (Hard Skills)

Job Summary: 

• Expand the existing IT strategy and define the corresponding roadmap.
• Coordinate IT projects in the organisation, including defining requirements, selecting tools and/or partners, and implementing new systems or processes.
• Control and evaluate the current technology and computer systems, and strengthen IT security and control structures.
• Ensure compliance with software licensing requirements.
• Assist with the development and implementation of organization-wide IT policies and procedures.
• Coordinate, monitor, track, and resolve all phases of support, installations, upgrades, software, hardware, and operating systems.
• Collaborate with all departments to assess ongoing IT needs.
• Communicate with management and staff regarding projects, maintenance, support, and other IT initiatives.
• Troubleshoot network systems and respond to technical emergencies.
• Work with other IT team members and perform additional duties.

Skills on Resume: 

• IT Strategy (Hard Skills)
• Project Coordination (Hard Skills)
• System Evaluation (Hard Skills)
• IT Compliance (Hard Skills)
• Policy Development (Hard Skills)
• Upgrade Management (Hard Skills)
• Department Collaboration (Soft Skills)
• Network Troubleshooting (Hard Skills)

Job Summary: 

• Provide technical assistance and support for incoming user issues in a primarily Windows environment.
• Utilize the Help Desk ticketing system to log problem resolutions.
• Perform on-call duties once per month.
• Set up and deploy new computers using standard imaging and configuration procedures.
• Install, modify, and repair computer hardware and software.
• Assist with Mitel telecommunications systems administration.
• Onboard new team members by creating accounts in Active Directory and other applications.
• Set up and troubleshoot mobile devices.
• Administer Active Directory and Microsoft 365.
• Configure and troubleshoot light server, network, and firewall issues.
• Create procedures and user-focused instructions.

Skills on Resume: 

• Technical Support (Hard Skills)
• Ticketing System (Hard Skills)
• On-Call Support (Hard Skills)
• Computer Deployment (Hard Skills)
• Hardware Software Repair (Hard Skills)
• Telecom Administration (Hard Skills)
• User Onboarding (Hard Skills)
• Active Directory Admin (Hard Skills)

Job Summary: 

• Interact daily with customers to gather details, triage, and troubleshoot IT issues with business technology, operating systems, and applications, escalating on demand.
• Provide remote support via phone, email, and RMM tools for IT solutions implemented for clients.
• Educate and advise end users on applications, processes, and best practices.
• Monitor alerts generated from customer systems and create tickets for repeated failures and errors.
• Perform virus removal, OS hardening, and software and hardware diagnostics.
• Set up VPN clients and troubleshoot remote access issues.
• Perform Windows Active Directory moves, adds, and changes.
• Interface between service providers and end users.
• Document work performed and customer environments thoroughly.
• Submit timely and accurate billable labor entries for invoicing.

Skills on Resume: 

• Customer Interaction (Soft Skills)
• Remote Support (Hard Skills)
• User Education (Soft Skills)
• Alert Monitoring (Hard Skills)
• Virus Removal (Hard Skills)
• VPN Support (Hard Skills)
• Active Directory (Hard Skills)
• Work Documentation (Hard Skills)

Job Summary: 

• Responsible for providing phone and desk-side support for Windows 10 devices, including troubleshooting and resolving issues, developing procedures, and documenting.
• Install and configure computer hardware, software, systems, networks, printers, and servers.
• Install, migrate, and configure server migrations.
• Monitor and maintain computer systems and networks.
• Respond promptly to service issues and requests.
• Conduct needs assessments, troubleshoot issues during implementation, and recommend solutions such as alternate methods, changes in processing practices, or workflow redesign.
• Test and evaluate new technology.
• Provide ongoing support for eIVF clients by troubleshooting and closing helpdesk tickets.
• Solve problems, assess processes and issues, and collaborate with support and development teams to create efficient and functional workflows for eIVF end users.
• Provide technical support and troubleshoot problems on local area networks (LAN) and data networks.

Skills on Resume: 

• Phone Desk Support (Hard Skills)
• Hardware Software Setup (Hard Skills)
• Server Migration (Hard Skills)
• System Monitoring (Hard Skills)
• Issue Resolution (Hard Skills)
• Needs Assessment (Soft Skills)
• Technology Evaluation (Hard Skills)
• Network Support (Hard Skills)

Job Summary: 

• Provide exemplary end-user support and service in all situations.
• Triage issues and service requests via phone, email, or service desk ticketing system.
• Ensure best practices and processes are enhanced and maintained.
• Coordinate field service partners for scheduling delivery and infrastructure deployment.
• Respond promptly to user requests for information and assist in application system problem resolution.
• Keep end users informed of progress and advise on workarounds.
• Log all incoming calls in an incident management tool and resolve or escalate calls on demand.
• Develop and maintain a support knowledge base containing troubleshooting approaches, methods, and fixes identified through incident and problem management.
• Perform access control activities such as managing Active Directory accounts and local user privileges.
• Collaborate with IT Service Delivery Leads on incident management, problem management, root cause analysis, and after-hours incident resolution.
• Proactively build relationships and raise awareness of upcoming remote office activities with key stakeholders from different divisions.

Skills on Resume: 

• End-User Support (Hard Skills)
• Issue Triage (Hard Skills)
• Process Improvement (Soft Skills)
• Field Service Coordination (Hard Skills)
• Application Support (Hard Skills)
• Incident Logging (Hard Skills)
• Knowledge Base (Hard Skills)
• Access Control (Hard Skills)

Job Summary: 

• Provide on-call technical support to clients during designated hours.
• Support key executive clients in all technological aspects of their work and home environments.
• Troubleshoot workstation, networking, and server-related issues.
• Travel between sites daily for scheduled and reactive service calls.
• Create and update client IT documentation.
• Collaborate with the team on large project deployments.
• Manage IT projects for clients.
• Maintain an accurate calendar and send email site reports after every service call.
• Manage a ticketing system by addressing tickets, closing completed tickets, and opening new tickets on behalf of clients.
• Support the AV (audio/video) integration and automation side of the business with technical knowledge and actively learn about AV integration’s overlap with IT.
• Research new technologies and product offerings for clients.
• Take on special projects and training to become the go-to expert in specific products or areas of the business.

Skills on Resume: 

• On-Call Support (Hard Skills)
• Executive Support (Hard Skills)
• Issue Troubleshooting (Hard Skills)
• Site Service (Hard Skills)
• IT Documentation (Hard Skills)
• Project Management (Soft Skills)
• Ticket Management (Hard Skills)
• AV Support (Hard Skills)

Job Summary: 

• Manage daily IT operations, supporting end users and business demands at the local site.
• Oversee all IT operations, including system backups, maintenance, system patching, planned power outages, desktop/laptop imaging, and implementation of new systems.
• Coordinate change management processes for validated systems and meet target SLAs in line with IT compliance guidelines.
• Manage local IT systems in a Windows hybrid environment and local network devices, coordinating changes through global network teams.
• Coordinate with helpline teams and provide information, SOPs, and guidance about delivered services.
• Support team members on regional and local projects according to agreements and applicable rules.
• Provide support for local departments with special requirements, including executive and HR teams.
• Manage tickets in the helpdesk system and deliver best-in-class support services while keeping business users informed of status.
• Deploy and enforce the global security policy for the site and ensure compliance with applicable policies and regulations regarding security.
• Collaborate with regional colleagues to bring new ideas, improve efficiency, standardize services, and enhance customer care.

Skills on Resume: 

• IT Operations (Hard Skills)
• System Maintenance (Hard Skills)
• Change Management (Hard Skills)
• Windows Environment (Hard Skills)
• Team Collaboration (Soft Skills)
• Department Support (Hard Skills)
• Ticket Management (Hard Skills)
• Security Compliance (Hard Skills)

Job Summary: 

• Provide first and second-line technical support across multiple markets.
• Assist end users globally to strengthen team performance and overall efficiency.
• Troubleshoot, document, and escalate both on-site and remote issues related to Windows, Mac, Android, iOS, conferencing equipment, applications, and endpoint deployments.
• Manage onboarding and offboarding processes, ensuring smooth setup and closure of employee access.
• Distribute, track, and maintain IT equipment, licenses, and accounts.
• Analyze recurring issues to design sustainable improvements and reduce repetitive tasks.
• Automate processes to increase productivity and simplify user experience.
• Develop strong working relationships with IT vendors and suppliers to secure reliable services.
• Provide technical insights that support ongoing research and development initiatives.
• Contribute to the design of optimized IT workflows that enhance service quality.
• Promote consistent standards that improve the scalability of IT operations.

Skills on Resume: 

• Technical Support (Hard Skills)
• Issue Troubleshooting (Hard Skills)
• Onboarding Offboarding (Hard Skills)
• Asset Management (Hard Skills)
• Issue Analysis (Hard Skills)
• Process Automation (Hard Skills)
• Vendor Relations (Soft Skills)
• Workflow Design (Hard Skills)

Job Summary: 

• Serve as the first point of contact for Symphony employees seeking technical help with internal IT services and systems.
• Work closely with Symphony employees at all levels to resolve technical issues with a focus on quality and speed.
• Identify trends and implement measures to reduce overall contacts from the business to IT.
• Implement and adhere to standard operating procedures.
• Use the ticket tool and associated toolset to record, escalate, and resolve incidents, problems, and change requests.
• Take ownership of onboarding new employees, delivering new employee training, and managing the timely execution of the termination of access for departing employees.
• Work with the wider group on asset management.
• Work with the wider group to ensure that all security protocols and procedures are adhered to.
• Contribute to the IT knowledge base by adding content and sharing it with employees.
• Collaborate with the Head of IT on various projects outside of the normal scope.

Skills on Resume: 

• First-Line Support (Hard Skills)
• Issue Resolution (Hard Skills)
• Trend Analysis (Hard Skills)
• SOP Compliance (Hard Skills)
• Ticket Management (Hard Skills)
• Onboarding Offboarding (Hard Skills)
• Asset Management (Hard Skills)
• Security Adherence (Hard Skills)

Job Summary: 

• Provide technology services, involving hardware and/or software, to faculty, staff, and students in several academic departments and research centers.
• Support desktops, mobile devices, classroom, and/or research technology, software, and systems.
• Interact daily with individuals with a variety of technical expertise, exercising independent judgment in determining how to best meet their needs.
• Participate in the testing and evaluation of new technology.
• Participate in and serve as a liaison between the department and user groups and other campus computing support.
• Develop and deliver instructional programs and prepare instructional resources in support of end-users.
• Work as part of the School of Arts & Sciences Computing (SASC) team to provide excellent customer support to faculty, staff, and students.
• Learn a range of supported technologies and applications, including patch management using the BigFix application and ticket management in FreshService, among others.
• Support the use of Microsoft O365 mail, calendar, and applications.
• Bring innovative ideas and solutions.

Skills on Resume: 

• Tech Services (Hard Skills)
• Device Support (Hard Skills)
• User Interaction (Soft Skills)
• Tech Evaluation (Hard Skills)
• Liaison Support (Soft Skills)
• User Training (Soft Skills)
• Ticket Management (Hard Skills)
• O365 Support (Hard Skills)

Job Summary: 

• Deliver front-line support for systems, applications, desktops, VoIP phones, printers, VPN access, and email.
• Install updates and patches on workstations and servers to maintain security and stability.
• Provide end-user assistance through the internal helpdesk system, ensuring issues are tracked and resolved.
• Support users with connectivity challenges and workstation problems, coordinating with external providers.
• Monitor system performance to confirm networks and infrastructure are running optimally.
• Offer technical guidance and training to staff across all departments on new and existing systems.
• Instruct users on the proper use of IT equipment, office devices, and standard procedures.
• Perform hardware and network repairs, replacements, and system upgrades.
• Maintain accurate and up-to-date system documentation, including maps and network diagrams.
• Contribute to developing and revising materials for cross-training and compliance requirements.
• Manage escalated or complex system administration requests and tickets.
• Promote best practices that improve efficiency and enhance long-term IT reliability.

Skills on Resume: 

• Front-Line Support (Hard Skills)
• Patch Management (Hard Skills)
• Helpdesk Support (Hard Skills)
• Connectivity Support (Hard Skills)
• System Monitoring (Hard Skills)
• User Training (Soft Skills)
• Hardware Repairs (Hard Skills)
• System Documentation (Hard Skills)

Job Summary: 

• Assist in providing technical support for all requests to the service desk via telephone, web portal, email, and chat.
• Assign all incoming ticket requests to the correct department or team.
• Elicit accurate problem descriptions from service desk customers.
• Prioritize incidents and service requests according to defined processes to meet established SLAs.
• Escalate incidents with accurate documentation to the appropriate team members.
• Record, track, and document the service desk incident resolution process, including all decisions made and actions taken through final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research internal and external knowledge bases and forums for solutions.
• Identify, learn, and support appropriate software and hardware used by the organization.
• Perform desktop support, including deploying, configuring, patching, and troubleshooting desktops, laptops, and printers.
• Test fixes to ensure incidents have been adequately resolved.
• Contribute to and maintain the technical knowledge base, service desk solutions, and FAQs.

Skills on Resume: 

• Service Desk Support (Hard Skills)
• Ticket Assignment (Hard Skills)
• Issue Prioritization (Hard Skills)
• Case Escalation (Hard Skills)
• Incident Documentation (Hard Skills)
• Remote Troubleshooting (Hard Skills)
• Desktop Support (Hard Skills)
• Knowledge Base (Hard Skills)

Job Summary: 

• Manage help desk and technical support requests via telephone and the ticketing system.
• Provide application, operating system (Windows), networking, and telephone support to staff.
• Configure, deploy, and maintain all company workstations and associated peripherals (printers, scanners, etc.).
• Maintain workstation user accounts, including creating new accounts, removing terminated accounts, resetting passwords, and managing email distribution lists.
• Train staff on available software to ensure effective use of tools.
• Track issue progress through the ticketing system and document problem types.
• Provide support for network printing, handheld devices, distributed and central file services, email clients and protocols, the Microsoft Office Suite, and other software packages.
• Manage file transfer platforms, including creating new folders and archiving them regularly.
• Repair hardware and work closely with service vendors to ensure continuity of service.
• Support and configure handheld devices such as Androids, iPhones, and tablets.
• Maintain antivirus systems, media equipment, and facilities.

Skills on Resume: 

• Help Desk Support (Hard Skills)
• Application Support (Hard Skills)
• Workstation Deployment (Hard Skills)
• Account Management (Hard Skills)
• Staff Training (Soft Skills)
• Ticket Tracking (Hard Skills)
• Hardware Repair (Hard Skills)
• Device Support (Hard Skills)

Job Summary: 

• Administer G-Suite and support Google applications.
• Manage IT assets and maintain the IT Asset Portal.
• Maintain licenses for all MTX applications.
• Perform regular audits of IT assets and applications.
• Monitor systems and networks, including configuring network devices, firewalls, access points, routers, and switches.
• Troubleshoot end-user technical issues and assist with hardware, telecom, and software issues.
• Configure and provide biometric and HID access.
• Ensure high availability and acceptable levels of performance.
• Ensure systems are secure and protected from breaches or viruses.
• Interact with employees globally at the technical level.
• Maintain logs and documentation related to help desk requests and resolutions.
• Develop and implement project plans, risk assessments, and contingency plans.
• Assist the IT Manager in defining and documenting best practices and support procedures.
• Coordinate and work with IT hardware suppliers and vendors for support and quotations.
• Design and scale IT systems and networks for a rapidly growing organization.

Skills on Resume: 

• G-Suite Admin (Hard Skills)
• Asset Management (Hard Skills)
• License Management (Hard Skills)
• Network Monitoring (Hard Skills)
• Issue Troubleshooting (Hard Skills)
• Access Control (Hard Skills)
• System Security (Hard Skills)
• Project Planning (Hard Skills)

Job Summary: 

• Install and configure computer hardware, peripherals, software, printers, and phones in person and by phone.
• Provide PC hardware and software technical support in person and by phone during business hours and outside business hours in an on-call capacity.
• Deliver excellent customer service by responding to incidents and requests promptly.
• Create training and “how-to” technical documentation to company specifications.
• Train individuals, small groups, and large groups of employees to use company hardware and software.
• Initiate, facilitate, and promote activities to create information security awareness.
• Develop and own assessment tools that are easy to use and apply industry best practices to highlight key risks.
• Perform daily in-person walkthrough inspections of commonly used companywide tools and software.
• Maintain inventory of all computer equipment and peripherals for the assigned location.
• Develop IT policies and procedures to ensure network security.
• Utilize the incident management system to receive, track, and resolve requests.
• Maintain current working knowledge and documentation of technologies deployed within the environment.
• Test new desktop and laptop hardware and software for compatibility with the current environment before deployment.
• Create and maintain software images for Dell desktop and laptop PCs.

Skills on Resume: 

• Hardware Software Setup (Hard Skills)
• Technical Support (Hard Skills)
• Customer Service (Soft Skills)
• Technical Documentation (Hard Skills)
• Employee Training (Soft Skills)
• Security Awareness (Soft Skills)
• Inventory Management (Hard Skills)
• Policy Development (Hard Skills)

Job Summary: 

• Ensure the infrastructure environment is active and stable in accordance with the Information Technology Infrastructure Library (ITIL) framework.
• Ensure that Service Desk ticket SLAs are adhered to, and monitor and address any breaches.
• Adhere to correct procedures regarding ticket processing as outlined in IT policies.
• Ensure an excellent level of customer service is provided by the team to staff and address issues effectively and sensitively.
• Attend regular meetings with IT teams to ensure managed services are delivered effectively across the region.
• Ensure the IT support desk is always staffed, including coverage during staff absences.
• Write and contribute to self-help guides on the IT Knowledge Base or corporate intranet to proactively assist customers.
• Track and record IT assets and inventory in accordance with IT policies and procedures.
• Liaise with teams to advise on and deliver IT infrastructure, service, and support aspects of projects.
• Advise on budget planning with stakeholders and obtain quotes for IT equipment and services.
• Liaise with external suppliers for IT equipment purchases, warranties, maintenance, and service support.
• Assist with the induction and training of new and existing staff.
• Mentor and lead IT staff by delivering excellent IT service through team meetings, one-on-one meetings, performance reviews, and regular engagement opportunities.

Skills on Resume: 

• Infrastructure Management (Hard Skills)
• SLA Management (Hard Skills)
• Ticket Processing (Hard Skills)
• Customer Service (Soft Skills)
• Team Collaboration (Soft Skills)
• Knowledge Base (Hard Skills)
• Asset Tracking (Hard Skills)
• Staff Mentoring (Soft Skills)

Job Summary: 

• Complete all IT responsibilities to onboard/offboard new franchises so franchise owners can successfully launch/exit their business.
• Onboard all new hires within the Head Office with the technical setup (hardware and software) successfully and on time.
• Lead onboarding training for new franchisees on how to utilize IT applications within the systems.
• Create and maintain IT documentation and standard operating procedures for users to uphold brand standards.
• Lead the Zendesk ticketing system to provide immediate solutions to meet or exceed SLA requirements.
• Create ticketing reports and provide forward-thinking solutions on how to reduce tickets, communicate trends, and identify patterns.
• Assign tasks/incidents to the required group and follow up to ensure completion.
• Identify HelpDesk opportunities and work to provide solutions.
• Serve as administrator lead to third-party software applications, such as Google Workspace, RingCentral, Cisco Finesse, Zendesk, Listen360, and IP Communicator.
• Deploy telecom software (e.g., Cisco IP Communicator and Cisco Finesse) to HQ team members.
• Troubleshoot and resolve basic network and server access problems for end-users.
• Deploy new equipment, licensing, hardware audits, and application inventory, both on-premises and remotely.
• Maintain all hardware inventory equipment for HQ employees.

Skills on Resume: 

• Franchise Onboarding (Hard Skills)
• New Hire Setup (Hard Skills)
• Onboarding Training (Soft Skills)
• IT Documentation (Hard Skills)
• Ticket Management (Hard Skills)
• Ticket Analysis (Hard Skills)
• Software Administration (Hard Skills)
• Hardware Inventory (Hard Skills)

Job Summary: 

• Manage and implement application support processes according to ITIL, including onboarding and retirement.
• Provide L1, L2, and remote IT support, including troubleshooting incidents, problems, and change management.
• Handle service request management, including raising incidents and service requests with off-site support for local systems.
• Interact with external vendors.
• Coordinate smaller projects, such as project quality management for system upgrades.
• Conduct regular documented testing of backup and restore functionality according to customer requirements, including verification of recovered data with the data owner.
• Create lifecycle documentation in cooperation with internal teams.
• Install and configure local databases (e.g., MSSQL Express) not covered by standard customer processes.
• Manage databases by implementing improvements and monitoring at the application level.
• Support LAN infrastructure, including coordinating MAC address-based IP reservations, granting access for new data socket installations, and coordinating surveys and preparations for new WLAN access points.
• Evaluate instrumentation software technically to ensure alignment with customer IT architecture and security regulations.
• Liaise with internal IT teams on infrastructure issues related to the assigned system scope.
• Transfer and manage expertise within the team.

Skills on Resume: 

• Application Support (Hard Skills)
• IT Support (Hard Skills)
• Service Requests (Hard Skills)
• Vendor Management (Soft Skills)
• Project Coordination (Hard Skills)
• Backup Testing (Hard Skills)
• Database Management (Hard Skills)
• LAN Support (Hard Skills)