• Installation, setup, maintenance, and training of all relevant systems, hardware, services, networks and software of the Hollywood Group daily
• Deal with telephony equipment, cabling, all computer equipment and end-user products
• Attend to all service activities (whether on-site or telephonic support) assigned to the technician according to service level agreement timeframes
• Troubleshoot and respond to Multichannel Tickets logged within the required response and resolution Service Level Agreements (SLA)
• Log all time correctly and accurately in the ticketing system
• Update and close off all tickets assigned in the ITSM system, and adhere to the clearly defined Escalation
• Matrices and ITSM RACI
• Compile technical reports and documentation accurately and in detail regarding the customer site
• Feedback to the customer on the status of all unresolved queries
• Constructively participate as a member of the wider IT Department

Skills: System Installation, Hardware Maintenance, Network Support, Troubleshooting, Ticket Management, Technical Documentation, Customer Communication, Team Collaboration

• Serving as the first point of contact for IT support within the organization
• Installing, configuring and maintaining software and hardware components of computer and network systems
• Diagnosing and troubleshooting software and hardware issues
• Repairing and replacing damaged computer and network components
• Ensuring the security of client and server computers by ensuring standard Richemont builds on all hardware
• Supporting people whenever they encounter challenges with computers and network devices
• Maintaining and updating technical documentation including ensuring the knowledge base is updated with relevant information
• Work with the Group and local project teams to test new hardware and software before full-scale installation
• Ensure the local ticketing system is updated with accurate and up-to-date information
• Visiting Richemont and client sites to resolve 1st and 2nd line issues
• Maintaining and updating technical documentation including ensuring the knowledge base is updated with relevant information
• Ensure a high quality of service and appropriate service levels are provided to the end user base

Skills: Technical Support, System Installation, Hardware Maintenance, Network Configuration, Troubleshooting, Documentation, Security Compliance, Service Quality

• Providing support for computers and user-related questions
• Ensuring customer satisfaction, driving towards maximized customer service at all times
• Documenting all support work on a timely basis
• Using remote control tools to provide support to remote locations
• Respond to computer-related service and trouble calls
• Resolve Windows 10 Operating System Errors
• Correctly track incidents and calls timely and accurate manner
• Implement virus detection and eradication procedures
• Diagnose printer and other peripheral device failures and implement solutions
• Provide installation and upgrade services of supported hardware and software, hardware installation, movement and de-installation
• Support of key engineering applications in use within the business
• Basic support of tablets/smart devices

Skills: Customer Support, Remote Assistance, Incident Tracking, Troubleshooting, Hardware Installation, Software Upgrades, Peripheral Repair, Virus Removal

• Provide 1st and 2nd line support to all users of technology
• Remotely accessing hardware or software to make changes and fix problems
• Writing, editing, and revising training manuals for new and updated software and hardware
• Set up, deploy and re-image desktops and hardware
• Ensure anti-virus updates and Microsoft Security updates are kept current on the school's networks
• Install software as directed and in accordance with licensing legislation
• Perform installations of peripheral devices
• Provide general maintenance, troubleshooting and technical housekeeping of networks and peripheral devices
• Diagnosing system errors and other issues
• Set up of printer hardware

Skills: User Support, Remote Troubleshooting, Technical Documentation, Hardware Deployment, Software Installation, Network Maintenance, Peripheral Setup, System Diagnostics

• Liaise with external IT on server issues to ascertain fixes
• Running monthly reports to aid in giving customers a better experience
• Producing bespoke customer reports
• Maintain an up-to-date inventory and asset register of IT equipment
• Maintain network user accounts, profiles, permissions and the addition and deletion of users
• Provide support and assistance to teaching staff when using IT equipment
• Maintain each school's network, including management of daily backups, anti-virus tools and software licenses
• Handle file, application and hardware maintenance plus related support tasks as required by the school's policies and as instructed by local staff
• Manage and maintain the school's LGfL 2.0 WAN connection, and act as a Nominated Contact for the school

Skills: Server Support, Report Generation, Asset Management, User Administration, Staff Assistance, Network Maintenance, Backup Management, Hardware Support

• Experience in an IT support function
• Deep understanding of root-cause analysis
• Strong understanding of Mac OS architecture, including Mac OS X system administration and applications,
• Knowledge of applications including MS Office, VMware Fusion, and Apple Remote Desktop
• Strong knowledge of Windows
• Working knowledge of the following technologies
• Basic terminal command knowledge
• Basic network understanding, including TCP/IP, UDP, IP schemas, LAN/WAN design and administration, and wireless networking
• Experience in troubleshooting for Mac and Windows as related to video conferencing
• Familiar with Crestron, Extron, Revolab
• Understand analog and digital signal flow
• Ability to support others in a team environment while also serving as a single point of tech support
• Self-motivated and detail-oriented
• Strong documentation and communication, time management and prioritization skills

Qualifications: BA in Network Administration with 5 years of Experience

• Thorough knowledge and experience with repairing POS hardware and peripherals
• Problem-solving skills to resolve customer-reported issues
• Ability to accept/update and close all service events 
• Able to collaborate with technical support to resolve any issues for Break-Fix calls
• Able to participate in any scheduled projects and Preventive Maintenance (PM)
• Ability to work both independently and as part of a team
• Working knowledge of MS Windows and Office software
• Working knowledge of local area networks and infrastructure
• Competent problem-solving and technical ability
• Excellent written and oral communication skills

Qualifications: BS in Information Technology with 3 years of Experience

• In-depth knowledge and troubleshooting of PC and Server hardware, operating systems and applications
• Experience with switches, routers, and network firewalls,
• Able to self-manage and work independently in a fast-paced, constantly changing environment
• Experience supporting customers via phone, e-mail, chat, and on-site, and the ability to always maintain a pleasant disposition
• Aptitude for acquiring knowledge and skills in technology troubleshooting and an eagerness to learn and take on new challenges
• Ability to work safely and promote safe behavior in others
• Experience maintaining IT operations for mid-size to large technical environments
• Knowledge of servers and networking in cloud, physical and virtual environments
• Experience in hardware maintenance, MS Active Directory, MS Exchange, ManageEngine, Windows OS, and MS Office 365
• Ability to establish and maintain cooperative working relationships with others
• Ability to communicate with all levels of management and employees, both written and oral
• Ability to work independently as well as with teams
• Ability to troubleshoot IT systems, communication issues, and deliver resolutions effectively

Qualifications: BS in Computer Science with 7 years of Experience

• Basic understanding of networking and TCP protocol
• Ability to install and troubleshoot operating system software
• Ability to install hardware, peripherals and resolve hardware conflicts
• Ability to work independently
• Ability to handle multiple priorities and possess a high degree of flexibility
• Ability to take initiative and work well under pressure
• Good communication skills and a team player attitude
• Good time management skills
• Good problem-solving skills
• Working experience in desktop and Internet access support 
• Experience with MAC OS and Apple i-products 
• Skilled in all Microsoft Office products

Qualifications: BA in Information Systems Management with 4 years of Experience

• Experience in hardware troubleshooting, installation, and warehouse management
• Proficient in Microsoft Windows 7/8/10 Support, Office 365 Support, Outlook Support and Adobe Acrobat Support
• Proficient in web browser(s), Support (Chrome, IE, and Firefox)
• Proficient with Android, iOS, and/or Windows Mobile Device Support
• Proficient in network and multifunction printer support
• Proficient with malware cleanup
• Basic knowledge of Local/Online Backups
• Basic knowledge of Active Directory user management, file and print sharing, and NTFS permissions
• Basic knowledge of Networking Support
• Good troubleshooting and critical thinking skills
• Strong verbal and written communication skills
• Ability to work independently and in a team

Qualifications: BS in Information and Network Security with 5 years of Experience