• Monitor, troubleshoot, and resolve complex technical issues.
• Monitor, coordinate, and escalate the resolution of IT outages with external vendors and internal teams.
• Perform detailed problem and root cause analysis, and act independently during these efforts.
• Install, manage, and update IT management and monitoring tools.
• Monitor file transmissions and job processing to ensure service level agreements are met.
• Create and maintain daily, weekly, and monthly trending and analysis reports.
• Create and maintain operational and service-level agreements.
• Create and maintain outage and shift reports.

Skills: Technical Troubleshooting, Incident Management, Root Cause Analysis, System Monitoring, IT Operations, Performance Reporting, Service Level Management, Outage Documentation

• Work directly with internal customers to resolve incidents/requests as well as provide training surrounding computers, smartphones, tablets, and MFP machines.
• Provide support services for data center infrastructure and network infrastructure.
• Provide support for telephone infrastructure, including mobile devices.
• Provide support for endpoint devices.
• Deploy hardware and software.
• Assist in preparing, revising, and maintaining procedures and documentation that meet the business needs.
• Accurately managing IT asset inventory and software licensing.
• Comply with policy guidelines and within timeframes in the IT team’s SLAs and/or project requirements.
• Accurately document any interactions with customers in the call tracking database.

Skills: Customer Support, Technical Training, Infrastructure Support, Network Administration, Endpoint Management, Hardware Deployment, Asset Management, Documentation Maintenance

• Installation, configuration, and maintenance of common business software, Microsoft Windows, phone systems, computer hardware, printers, and other peripherals.
• Support local network and server infrastructure.
• Operate following IT standards, processes, and policies.
• Update and maintain work items in the IT Request tracking system.
• Provide excellent customer service.
• Engage appropriate resources to provide solutions that meet the needs of the business.
• Work independently with minimal supervision and as part of a team, manage time effectively, seek to provide input on continuous improvement of processes, maintain good records, and author documentation and knowledge base content.
• Understand how IT applies to the various functional areas of the business.

Skills: Software Maintenance, System Configuration, Network Support, IT Operations, Customer Service, Problem Resolution, Process Improvement, Technical Documentation

• Log and process support calls
• First and second-line support, including remote and on-site support
• Respond promptly to service issues and requests
• Incident analysis, first and second-line customer liaison to maximize the first call resolution rate
• Access Management following SLA
• Install and configure computer hardware, software, and undertaking scheduled maintenance upgrades
• Remote support for handheld smartphones and tablets, knowledge MDM
• Asset Management and logistics task (move IT equipment, data network patching

Skills: Technical Support, Incident Management, Customer Liaison, Access Management, Hardware Installation, Remote Support, Mobile Device Management, Asset Logistics

• Provides first and second level support to resolve difficult, complex, and sensitive problems with products, applications, and devices.
• Acts as a resource for less knowledgeable personnel.
• Supports and assists with troubleshooting efforts and provides guidance to lower-level support to identify moderately complex problems.
• Follows procedures for incident escalation and notification to leadership.
• Follows and assists with the development of standard operating procedures.
• Supports efforts to meet key performance indicators (e.g., performance, availability, capacity).
• Manages individual project priorities, deadlines, and deliverables with minimal supervision.
• Assists with efforts to analyze and prioritize incoming requests.
• Adapts to significant changes and setbacks to manage pressure and meet deadlines independently.
• Reviews information and supports the compilation of information (e.g., procedures, installation, configuration) related to new support.
• Contributes to the knowledge repository for moderate and highly complex technical support.

Skills: Technical Support, Team Mentorship, Problem Resolution, Incident Escalation, Procedure Development, Performance Monitoring, Project Management, Knowledge Management

• Provide exceptional customer service in fixing incidents at first contact 
• Install and configure computer hardware, operating systems, and applications
• Troubleshoot systems, multiple applications, and network issues
• Prioritize and manage many open tickets at the same time
• Take ownership of registered cases, tracking the progress of all calls and follow up with the customer to ensure that they are satisfied with the resolution
• Follow processes to ensure that a high quality of service is provided to internal and external customers
• Take part in testing of new releases or contribute to virtual teams in project work
• Represent the service desk at team and department meetings
• Develop and maintain knowledge and skills, and keep up to date with new processes, procedures, and developments

Skills: Customer Service, Hardware Installation, System Troubleshooting, Network Support, Ticket Management, Process Compliance, Software Testing, Continuous Learning

• Triage and handle incoming service requests, end-user support issues, as well as incidents
• Provide direct user support for Windows desktops and laptops, including required administrative tasks on related server applications
• Participate in additionally remunerated on-call rotations to support 24/7 operation
• Perform configuration tasks on Office 365, Intune, Active Directory, and other systems
• Get involved in project activities, such as migrations or new initiatives
• Ensure systems are regularly patched, as well as respond to urgent patching requests in case of newly discovered vulnerabilities
• Provide 1st-level support for select business applications operated in-house
• Maintain high-quality documentation and accurate information within the configuration management database
• Actively automate repetitive tasks through scripting or workflow automation tools

Skills: Service Request Management, User Support, System Administration, Cloud Configuration, Patch Management, Application Support, Documentation Maintenance, Task Automation

• Assist in providing solutions and support for the Desktop environment, telecoms provision, and FOH IT solutions
• Ensure the provision is consistent, of a high standard, and complies with SLAs agreed with the organization to meet the business's needs.
• Provide first-level support for helpdesk calls and change requests for the Desktop and Intel Server environments, Front of House Interactives and Audio Visual environments, for resolution within set SLA's
• Support the IT infrastructure provision, ensuring the security and integrity of the network and systems are maintained and monitored
• Kept up-to-date, scheduled activities, including backups, are completed successfully, in line with SLA.
• Follow the agreed Change management processes to reduce unplanned outages.
• Aid in documenting relevant processes and procedures to ensure that a consistent, high standard of support is provided to users.
• Aid in maintaining user profiles for specified processes and procedures.
• Ensure full asset inventories are maintained for all IT equipment and software used by the business, ensuring that records are kept of software licenses, any guarantees or maintenance contracts, and any repairs or replacements carried out.
• Aid with the appropriate management, maintenance, and support of telecommunications systems, including switchboards, communications equipment, mobile phones, etc.
• Assist with the purchase of new telephone and computer equipment, software, and consumables.
• Record all helpdesk calls and change requests in the IT Unit's helpdesk system and follow through on each assigned task to satisfactory completion, ensuring that all tasks are completed first time and on time
• Assist in the processing of orders, invoices, Goods Received Notes, and all other procurement and financial documents for authorization and to file and record all related information.
• Record and keep abreast of departmental details such as maintenance contracts, license agreements, subscriptions, warranties, expiry dates, repairs or replacements carried out, serial numbers, and so on.
• Ensure that scheduled activities, including backups, are completed successfully, in line with the SLA

Skills: Desktop Support, Telecom Management, Helpdesk Operations, Network Security, Backup Administration, Change Management, Process Documentation, Asset Management

• Resolves technical problems that originate by telephone in a call center/help desk environment.
• Uses expertise in customer service and technical knowledge gained from previous experience to resolve issues surrounding the installation, usage, and training of customers on software and/or hardware products.
• Works with technical, sales, customer service, or marketing staff to resolve recurring problems and issues with products.
• Provides technical support to users for either PC, server, or mainframe applications and hardware.
• Answers questions regarding system procedures, online transactions, system status, and downtime procedures.
• Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify problems.
• Maintains a troubleshooting tracking log, ensuring timely resolution of problems.
• Recommends system modifications to reduce user problems.

Skills: Incident Management, Major Escalation, Service Request Handling, System Maintenance, Change Management, Vendor Support, Knowledge Management, Asset Compliance

• Troubleshooting, diagnosing, and resolving issues, and closing tickets according to the Incident Management process
• Invoking the major incident process and escalating to the relevant authority. 
• Managing any communication with the business
• Handling promptly all business requests recorded as Service Requests in the IT Service Management tool
• Maintaining the IT systems, this may include scheduling updates/patches and their deployment
• Providing admin and ad-hoc support to the systems in line with the processes, which may require following the Change Management process on case basis
• Providing support for third-party applications, which may require liaising with the vendor
• Documenting and maintaining the knowledge management system with all relevant documentation, such as IT procedures, knowledge-base articles, and user guides
• Maintaining user security on all systems in line with the Infrastructure and Information Security teams' process
• Undertaking any localized maintenance tasks requested, including software upgrades and installation, system configuration, and any maintenance
• Handling of the Problem Management process, from the root cause analysis to any actions required to resolve the problem record
• Identifying potential risk to the systems and escalating to the relevant party for resolution in an efficient and timely manner
• Assisting with the adoption of, and adhering to, best practices and any standards that the IT Team and/or the Firm may introduce
• Identifying any potential improvement to the infrastructure and escalating to the relevant team with all relevant information
• Maintaining the Asset register for compliance purposes for all hardware and software managed by Information and Technology

Skills: Incident Management, Major Escalation, Service Requests, System Maintenance, Change Management, Vendor Coordination, Knowledge Documentation, Asset Management

• Provide first-line technical support for users requiring assistance with information technology issues and problems
• Respond to requests for technical assistance onsite using the help desk management system
• Support clients in a Microsoft domain
• Set up PCs, laptops, printers, and other network equipment
• Troubleshoot and solve desktop OS problems
• Provide support for Windows workstations, handhelds, printers, and other network accessories
• Track issues to resolution, updating the internal knowledge base, ticketing system, and communicating with users
• Escalate more involved problems to the appropriate support teams
• Update daily status reports and ticket notes
• Provide customer service to non-technical users
• Participate in after-hours and weekend on-call rotation
• Provide a single view to the organization for information technology-related problems

Skills: Technical Support, Helpdesk Management, Microsoft Support, Hardware Setup, Desktop Troubleshooting, Network Support, Ticket Tracking, Customer Service

• Provide support for all Information Technology products and services, which may include answering questions, troubleshooting problems, teaching or instructing users regarding software or hardware functionality, and communicating policy
• Determine the most effective manner to resolve users’ technical issues while adhering to the predefined solutions as set by the Standards Systems Engineering team
• Engage in research and in-depth troubleshooting to resolve technical issues
• Record required user and problem information in the Hilton ticketing system. 
• Update tickets with appropriate journal entries of activities, and close tickets with resolution entered upon completion of the job
• Resolve Level 1 and 2 work orders. 
• Elevate complex and/or high-priority problems to the appropriate support groups for resolution
• Verify that suggested solutions effectively resolve the users' problems through verbal or email follow-up
• Works on support desk-related projects by the Tech Lead or the Manager
• Assists in developing long-term strategies and capacity planning for improving the Corporate Technology Support operations
• Supports and manages LAN room equipment and all apparatus, including the cable patching

Skills: Technical Support, User Assistance, Issue Resolution, Ticket Management, Problem Escalation, Troubleshooting Analysis, LAN Administration, Capacity Planning

• Provide IT Technical and Digital support across a 24x7 environment to business users and clients through systems problem-solving and maintenance
• Investigate and resolve technical issues related to all core applications and interfaces
• Provide application support to Link Group technologies
• Work with business users and IT colleagues to ensure timely resolutions are provided to identified issues
• Completion of regular scheduled tasks to support team SLAs
• Assist in scoping system change requirements
• Provide effective performance support by minimizing downtime to the business by liaising with developers, back-end support, database administrators, and vendors
• Collaborate with other team members to improve the overall performance delivered to customers
• Actively commit to change to improve where complaints and data trends emerge
• Maintain systems at a supported version by applying the latest patches and service packs
• Clear written communications back to business and IT stakeholders in relation to incidents or other general status updates

Skills: Technical Support, Application Support, Issue Resolution, System Maintenance, Performance Optimization, Change Management, Vendor Coordination, Stakeholder Communication

• Support includes all Mac desktop and laptop computers, operating systems, peripheral devices, phones, printers, copiers, applications, connectivity, and other IT-related services and equipment as part of a support team
• Monitor Service Desk ticket queue and respond to user requests via IM, e-mail, or in person per established SLA’s.
• Diagnose and resolve technical hardware and software issues.
• Escalate per established procedures if additional support 
• Identify and escalate situations requiring urgent attention
• Redirect problems to the appropriate resource
• Log all help desk interactions, incidents, and requests per established procedures
• Monitor and track open issues and requests, and follow up to ensure timely resolution per established SLA’s.
• Facilitate user account management by handling onboarding, change, and departure processes
• Prepare regular activity reports and updates.
• Actively participate in project and team initiatives.
• Protect the organization's values by keeping information confidential and adhering to company guidelines.
• Take ownership of accomplishing new/different IT requests
• Provide excellence in customer service

Skills: Mac Support, Hardware Troubleshooting, Software Support, Ticket Management, Incident Escalation, User Account Management, Activity Reporting, Customer Service

• Respond, evaluate, and provide guidance to company associates with requests or issues regarding hardware, software, connectivity, telecom, mobile devices (iPhones and iPads), email, and other desktop and laptop (Mac PC) related issues. 
• Contribute to the team's knowledge on these systems and services 
• Provide excellent customer service over the phone, remotely, and in person. 
• Train or share knowledge with company staff on the use of IT solutions and devices. 
• Document activities in the ticketing system, including steps taken to resolve or escalate. 
• Develop the knowledge base by documenting common resolutions, as well as enhancing or updating existing knowledge base content 
• Refine routine activities to make them efficient and repeatable in support of delegation to Tier 1, automation, andor self-service. 
• Frontline IT Support for on-boarding, off-boarding, shipping, receiving, imaging of all computer endpoint devices, setup and configuration of mobile devices. 
• Respond to security incidents by leveraging security tools for investigation, remediation, incident tracking, and reporting. 
• Seek continuous improvement in company IT security Posture Assist with infrastructure and security technology implementations and upgrades. 
• Represent IT in business initiatives, seeking to align business needs with the needs of IT to operate an efficient, reliable, and secure data and systems environment.

Skills: IT Support, Hardware Troubleshooting, Customer Service, Knowledge Sharing, Ticket Documentation, Process Improvement, Security Response, Device Management

• Provide fast and competent technical support to complex IT problems and questions from users
• Build and maintain relationships with users and other experts
• Keep track using the helpdesk tool of the status of issues assigned
• Troubleshoot technical issues and identify modifications needed in existing applications to meet changing user requirements.
• Assist in troubleshooting software application issues.
• Use experience to identify patterns in incidents and resolve underlying structural problems
• Provide first and second level IT support in both the local language, German, and English
• Prioritize between project work and support tasks

Skills: Technical Support, User Relations, Issue Tracking, Application Troubleshooting, Problem Analysis, Bilingual Support, Incident Management, Task Prioritization

• Hands-on IT Helpdesk support of users with all IT-related software and hardware queries and issues.
• Problem investigation and escalation of issues to team members or suppliers
• Order, setup, and configuration of IT hardware (Apple Mac and Windows Machines)
• Maintenance of user access to software, including adding, removing, and updating permissions
• Be responsible for the IT aspects of starters and leavers of the company
• Implementation and setup of new software and upgrades/updates
• Maintenance of office IT equipment and networks
• Maintain the payment PC infrastructure, together with its Active Directory
• Follow policies and procedures in the Information Security Management System (ISMS) to ensure the Confidentiality, Integrity, and Availability of the information 

Skills: Helpdesk Support, Issue Escalation, Hardware Configuration, Access Management, User Onboarding, Software Implementation, Network Maintenance, Information Security

• Monitor the IT Support ticket queue and provide technical assistance and support for Windows and Mac users, both locally and remotely
• Support printers, AV, and VOIP systems, and work with vendors for support issues
• Troubleshoot Windows software and applications at the end-user level
• Leverage Microsoft Active Directory as well as Office 365 for end-user account administration.
• Communicate clearly and quickly with other team members to properly escalate issues
• Install and configure software and computer systems
• Maintain procedures and reports that provide technical support to the entire organization
• Establish accounts for new users and assist with password or login problems
• Troubleshoot laptop issues related to the driver or software

Skills: Ticket Management, Technical Support, Hardware Troubleshooting, Account Administration, Issue Escalation, Software Installation, Procedure Documentation, User Onboarding

• Provide timely support remotely and on-site for end-user systems, mobile devices, cybersecurity tooling, and other technologies.
• Manage IT procurement and licensing, including the Joiner-Mover-Leaver process, working closely with the People team.
• Ensure that IT and Security policies and procedures are current and adhered to.
• Build and maintain technical documentation.
• Proactively identify issues and perform routine administration, including compliance housekeeping tasks (e.g., user access reviews, permission management, etc.).
• Support third-party management (e.g., application reviews, company due diligence, monitoring service levels).
• Research technologies and undertake independent projects for continual improvement of processes and technologies with a focus on automation.
• Provide IT and Security training to colleagues.

Skills: End-User Support, IT Procurement, Policy Compliance, Technical Documentation, System Administration, Vendor Management, Process Automation, Security Training

• Provide second-level support for all IT-related topics/issues.
• Escalation of priorities for business-critical reasons.
• Identify, analyze, and fix the PC or System issues.
• Place the IT order in line with the budget/forecast.
• Ensure the availability, accuracy, and security of local systems.
• Accurate documentation of local systems according to guidelines.
• Execute minimum IS/IT training to users.
• Ensure compliance with policies and procedures.
• Use and maintain the Unicenter Service Desk and toolset.
• Interface with other regional departments.
• Participate in projects upon request of IT/IS management.
• Discrete and respectful use and attitude towards sensitive information, obtained on request or in the line of duty.
• Manage the inventory of the IT assets.

Skills: Second-Level Support, Issue Resolution, IT Procurement, System Security, Documentation Management, User Training, Policy Compliance, Asset Inventory

• Be responsible for High Priority Incidents from start to resolution, ensuring service is restored as quickly as possible
• Identify and matrix manage the incident recovery team on and offshore, including third-party vendors
• Own all business and IT communications during a High Priority Incident
• Support Major Incident Managers, assisting them to restore service as quickly as possible
• Take responsibility for identifying and progressing activities to protect against the occurrence of High Priority and Major Incidents
• Assess and approve Emergency Changes needed to restore service or prevent interruption to service
• Identify service availability improvement opportunities and risks, ensuring appropriate action is taken
• Quality handover to problem management, where the root cause of the incident is unknown
• Develop close working relationships with support teams and other key Service Management teams
• Produce quality weekly and monthly incident reporting
• Identify lower-priority incidents that need management to accelerate resolution
• Promote the Incident Management and Major Incident Management processes

Skills: Incident Management, Crisis Resolution, Vendor Coordination, Communication Management, Risk Mitigation, Change Approval, Service Improvement, Incident Reporting

• General troubleshooting and support of personal computers, phones, and wireless devices, including answering user questions and resolving issues via telephone, remote control, or in-person visits
• Supporting equipment moves, installations, and maintenance
• Updating related documentation
• Ticketing creation and problem resolution based on monitoring the ticketing system and answering support calls.
• Tracking and documenting ticket progress and resolution within ticket tracking systems
• Troubleshooting and maintaining hardware and software required for day-to-day operations
• Using independent judgment to initiate escalation of issues to other IT Services Specialists based on monitoring and analysis of issues and work queues
• Operations support, including PC imaging and repairing, installing software, replacing hardware, and establishing valid network port connections

Skills: Technical Support, Hardware Maintenance, Software Installation, Network Troubleshooting, Ticket Management, PC Imaging, Issue Escalation, Documentation Updates

• Provide initial response, and first and second level support for end-user IT issues/queries for all staff.
• Resolve or escalate support issues promptly, accurately logging the details.
• Track all Internal IT issues and document issue resolutions/work done using helpdesk software to provide internal case tracking.
• Process all new starters and terminations/resignations, using the Internal IT Starter/Leaver checklists.
• Build new PCs and laptops, troubleshoot hardware issues, and escalate
• Provide training on internal IT systems and policies to new hires and provide ongoing IT best practice education for current employees.
• Provide regular updates and improvements to Internal IT policies and methodologies on the IT Help page and IT Knowledge base.
• Provide support for all departments in using central company applications, including Office 365, SharePoint, and Skype for Business.
• Provide first-level support for internal system issues, including break/fix staff service, escalating to the UK IT team and 3 rd party suppliers
• Maintain inventory and documentation for office systems, hardware, and software.
• Carry out routine proactive tasks to reduce system downtime.
• Provide first and second level support for network issues, escalating to 2nd/3rd line support and 3rd party suppliers.
• Inventory/asset management and documentation of network, infrastructure, and mobile communication devices.
• Cable management and racking of new hardware.
• Carry out routine proactive tasks to reduce infrastructure downtime.

Skills: IT Support, Incident Management, Helpdesk Tracking, User Onboarding, Hardware Troubleshooting, IT Training, Policy Maintenance, Application Support

• Respond in a timely, friendly, and professional manner to all IT Service Desk communication channels, including telephone, email, and in person.
• Discuss issues with users to fully understand the nature of the problem they are raising and its business impact.
• Accurately and concisely record call details in the ticketing system, including assessments of systems affected and priority according to the IT Department SLA
• Escalate the issue to additional technical resources, both within the company and at third-party suppliers.
• Monitor escalated issues, follow up with those working on them, and track progress to completion, including regular updates back to users.
• Monitor tickets against SLA and work to ensure the IT department meets its KPI targets for ticket response and resolution.
• Follow all IT Department governance procedures and policies, including ISO27001 security policies.
• Perform administration and governance duties within the IT Department, e.g., maintaining the asset register.
• Implement technical changes and routine technical jobs, e.g., building new PCs

Skills: Service Desk Support, User Communication, Ticket Documentation, Issue Escalation, SLA Monitoring, Policy Compliance, Asset Management, Technical Implementation

• Use tools such as Endpoint Manager, configure and support the deployment of the desktop operating system and applications to ILO user endpoints (laptops, desktops, smartphones, tablets).
• Evaluate the evolution of the Office 365 application offerings with a view to identifying which ones are relevant for the Office.
• Provide, manage, monitor, and decommission Office 365-related services following established change and release management processes.
• Coordinate with fellow IT team members in troubleshooting issues experienced with Office 365 services, assisting in a timely and professional manner.
• Provide second-level support for resolving Office 365 incidents and service requests
• Create and maintain Office 365-related group policies, standard operating procedures, and technical documentation for projects and services associated with endpoints.
• Provide expertise and assistance with migration projects, including SharePoint 2016 to SharePoint online, network drive to OneDrive, and Skype for Business to Teams
• Develop user guides and training materials for educating end-users on Office 365 capabilities and collaboration tools (OneDrive, Skype for Business, Teams, OneNote, Outlook, and other relevant online applications), and analyze the new features to see which ones are relevant for users.
• Write PowerShell scripts to perform functions such as Office 365 administration and reporting.
• Prepare and conduct presentations about desktop hardware and software.
• Provide high-level advice and demonstrate relevant technologies to users, organize the development of user guides and training materials
• Follow the guidance of the supervisor, define technical Terms of Reference, and qualitative and quantitative evaluation criteria for relevant requests for proposals and procurement processes.

Skills: Endpoint Management, Office 365 Administration, Change Management, Incident Resolution, Policy Development, Migration Support, User Training, PowerShell Scripting

• Offer on-site support to end users on hardware (workstation and printing) and standard software (Windows OS, Office suite)
• Manage local infrastructure (servers and network)
• Ensure the Security team's best practices are applied to workstations, proper meeting room configuration, follow-up on issues, and requests
• Build and install the new employee's work environment
• Interact with external vendors regarding the repair of hardware
• Drive change and strive to improve IT policies and processes in the studio
• Support for events (training, marketing, etc.) and support teams during moves
• Update the knowledge base with newly diagnosed problems

Skills: Onsite Support, Infrastructure Management, Security Compliance, Workstation Setup, Vendor Coordination, Process Improvement, Event Support, Knowledge Management

• Deployment, configuration, and support of hardware (PC, laptop, mobile, printing, etc.), client operating systems, and productivity software for end users.
• Follow IT Service Management (ITSM) processes, including asset management, change management, incident management, request management, problem management, and project management, to serve end users and maintain high levels of performance in achieving service level agreements.
• Be responsible for the annual refresh of the IT disaster recovery plan, as well as the walkthrough of the plan with stakeholders
• Participate in application, infrastructure, security, operational excellence initiatives, and support activities.
• Assist with the support of site-based IT systems.
• Participate in troubleshooting and resolution of larger IT issues.
• Participate in efforts related to root cause analysis and problem management.
• Identify opportunities for improvement.
• Liaison between IT and users to drive IT standards.
• Advocate, influence, and assure compliance with IT standards and policies.
• Share information about best practices with end users to increase user satisfaction and productivity.
• Participate in internal audits related to IT processes, procedures, software, and systems.
• Influence budgeting, forecasting, and spending for IT infrastructure.
• Adhere to company policies and procedures always, including ethics, data protection, information security, human resources, and compliance policies and procedures.
• Protect both physical and information assets.

Skills: Hardware Deployment, ITSM Processes, Disaster Recovery, Application Support, Root Cause Analysis, Continuous Improvement, Standards Compliance, Audit Participation

• Install, configure, maintain, and troubleshoot end-user systems (Windows and Mac), cloud-based enterprise applications, IT infrastructure, and security infrastructure.
• Maintain accurate and up-to-date IT hardware asset inventory, image and deploy end-user systems, and work with end-users to help resolve technical issues.
• Monitor and respond quickly and effectively to requests received through the IT Service Desk ticketing system and hotline
• Actively contribute to self-service initiatives by creating and updating knowledge base articles for common issues
• Maintain procedures and reports that provide technical support to the entire organization
• Participate in IT purchasing duties, including software licensing cost analysis, renewal, and maintenance
• Provide supportive information and documentation for team managers, oversee, and escalate to the proper Tier 2 member
• Diagnose and resolve issues with applications, interfaces, hardware, software, security, and system failures.
• Use the exceptional customer service, communication, problem-solving, and analytical skills to work with the employees through the resolution of help desk tickets in a timely, appropriate manner
• Work within the network of teams to resolve user issues, and effectively collaborate with other IT Operations members
• Coordinate and prioritize multiple user issues at once, be able to effectively manage the time, set priorities, and resolve or escalate end-user issues promptly
• Support existing Pricing tools ( vendor cloud app, custom-built solutions) and interfaces with other tools (SA OTC, DRM, etc.)
• Work with a global team (AM, EMEAF, and AP) of business users to understand business needs and to translate them into solutions
• Troubleshot issues (interfaces, jobs, inconsistencies, etc.), collaborates with the vendor (US and India) and/or the team on fixing them.

Skills: System Administration, Asset Management, Service Desk Support, Knowledge Base Maintenance, License Management, Issue Resolution, Cross-Team Collaboration, Customer Service

• Troubleshoot and resolve store hardware and software issues escalated by the Level 1 and 2 Support partners, promptly to minimize downtime, eliminate customer inconvenience, and improve processes and knowledge to avoid future escalations
• Collaborate with Support management and vendors to drive innovative improvements across all support desks, including the implementation of advanced Support tools, processes, and interactive contact channels
• Organize and multitask multiple workflows with the ability to self-prioritize to achieve aggressive deadlines.
• Facilitates effective, concise, and timely communications (including status updates, action items, and risks) to vendors, product owners, and Support leadership
• Point of contact for vendor escalations for support-related issues during business hours and on-call after hours for critical care and large-scale incident management
• Review, maintain, and provide training on technical documentation, and support knowledge systems containing resources on system configurations, troubleshooting steps, and processes
• Maintain a Level 3 Knowledge base to support software and hardware used and supported by the organization
• Provide exceptional service according to technical requests.
• Provide technical support across a wide variety of operating systems and devices.

Skills: Technical Troubleshooting, Vendor Coordination, Workflow Management, Communication Skills, Incident Management, Knowledge Base Maintenance, Level 3 Support, Multiplatform Support

• Provide exceptional customer service in person, via phone, and via e-mail.
• Resolve helpdesk issues, including troubleshooting hardware and software issues.
• Be responsible for delivering the best quality support services for users in a Global Organization setup.
• Track incidents and provide regular status and progress updates to users, escalating during outages to ensure problems are resolved.
• Produce high-quality and concise information for IT Service Management.
• Work in the three different sites in the USA (West Allis and New Berlin).
• Ensure all Incidents and Service Requests are accurately identified, categorized, prioritized, and managed
• Assist in office relocation, expansion from an IT Perspective
• Monitor and facilitate the incident and problem management process, and ensure that the Service Level Agreements are respected
• Perform inventory control of IT facilities and record keeping as well as documentation, and assist in the scrapping of assets
• Ensures effective communications between internal teams, service management teams, external vendors, and other stakeholders
• Identify and suggest possible improvements to procedures

Skills: Customer Service, Helpdesk Support, Incident Tracking, IT Service Management, Office Relocation, Inventory Control, Vendor Communication, Process Improvement

• Certification in Microsoft or Google learning paths
• Prior experience with Google Workspace, Microsoft Azure AD, including mobile device management (MDM)
• Experience in managing Microsoft Intune and Kandji MDM platforms
• Prior experience working within a mixed MS Windows and Apple Mac environment
• Prior experience working within the Marketing industry
• In-depth, demonstrable IT experience in a similar IT support environment
• Experience in maintaining security controls across the corporate environment and bringing the own device (BYOD) assets
• Knowledge of IT solutions and requirements
• Ability to continuously demonstrate innovation and initiative
• Highly organized multi-tasker with impeccable attention to detail
• Excellent communication, organization, and presentation skills
• Ability to influence, persuade, and negotiate
• Ability to autonomously identify opportunities, generate ideas, and formulate strategies
• Ability to communicate technical information to various stakeholder levels

Qualifications: BS in Information Technology with 5 years of Experience

• Experience in one or more programming or scripting languages
• Experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange, and VMware
• Hardware Troubleshooting experience
• Microsoft Office 365 experience
• Practical knowledge of Microsoft Office Suites
• Deep understanding of Laptop Hardware
• Solid understanding of MS Windows 10
• Adeptness in Hardware Troubleshooting
• Ability to handle multiple tasks to prioritize needs and expedite tasks upon request
• Ability to effectively interact, verbally and in writing
• Critical thinking, problem solving, ability to work independently
• Be able to work independently with a minimal amount of oversight
• Be able to analyze complex business problems, propose effective solutions, and understand and apply business vision and direction

Qualifications: BS in Computer Science with 3 years of Experience

• Hands-on hardware troubleshooting experience
• Strong customer-service awareness/orientation
• Analytical and problem-solving abilities
• Excellent technical knowledge of network and PC hardware
• Good understanding of local, regional, and global business requirements and the ability to translate them into IT solutions for the business
• Capable of understanding the organization's goals and objectives
• Possesses effective interpersonal and relationship-building skills
• Well-developed written and oral communication skills
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Ability to work in a team-oriented, collaborative environment
• Be able to read and understand technical manuals, procedural/process documentation
• Be able to serve as a business advisor/consultant and as a knowledgeable resource for others
• Be able to present ideas in a user-friendly language

Qualifications: BS in Cybersecurity with 2 years of Experience

• Experience with Database administration in troubleshooting and supporting large databases, database design, creation, and testing activities
• Experience in SQL Server scripting, supporting, and troubleshooting database features such as queries, functions, views, and stored procedures
• Experience in troubleshooting failures generated by SSIS and SSAS
• Experience with GIT, Confluence, JIRA, and Service Now
• Understanding of the change management process, Incident handling, and problem management
• Familiarity with Autosys or similar technologies
• Familiar with web technologies, .NET development/ASP.NET, IIS configuration, and Apache
• Scripting using PowerShell and batch files
• Detail-oriented, strong analytical, organizational, and problem-solving skills

Qualifications: BS in Network Administration with 5 years of Experience

• In-depth knowledge of Microsoft Excel, experience with Tableau, Alteryx, and PowerBI
• Good understanding of relational databases
• Strong customer service attitude and a high level of professionalism
• Exceptional analytical, conceptual, and problem-solving skills
• Outstanding communication and people skills
• Ability to clarify and translate business requirements into scalable solutions
• Efficient collaboration and time management skills
• Fluency in English, excellent verbal and written communication skills
• Ability to diagnose and troubleshoot basic technical issues

Qualifications: BS in Software Engineering with 4 years of Experience

• IT technical support or similar customer service experience
• Experience with Windows PCs, Microsoft Office, G Suite, and Adobe products
• Experience with A/V setup and live events
• Strong technical ability and excellent customer service skills
• Good understanding of TCP/IP networking
• Strong awareness of new technology and emerging social media platforms
• Ability to adapt to change and work through ambiguity
• Strong attention to detail and laser focus on IT processes
• Ability to provide step-by-step technical help, both written and verbal

Qualifications: BS in Information Systems with 2 years of Experience

• A+, Network+, MCP, MCSA, and CCNA certifications
• Experience in Active Directory and the management of users, computers, and groups.
• Experience in project management and the ability to handle shifting priorities in a fast-paced environment.
• Knowledge of DHCP, SMTP, TCP/IP, and DNS.
• Commanding knowledge of Windows 10, Office 365, and Microsoft products.
• Excellent understanding of the help desk environment
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Excellent customer service experience in a high-volume support environment.
• Excellent organizational and communication skills.

Qualifications: BS in Computer Engineering with 5 years of Experience

• Hands-on experience with platforms like Linux and Solaris Unix, and Windows
• Previous knowledge of working with ServiceNow
• Capable of understanding client needs and translating these into products and services
• Solid database knowledge on database products like Oracle, MySQL, and MSSQL
• Solid knowledge of the MS OFFICE tools suite
• Profound knowledge in SQL to run queries and data extracts from databases
• ITIL and process excellence know-how
• Proficient scripting skills (UNIX Shell, PERL, PowerShell, etc.) 
• Proficient with software tools, such as JIRA, Confluence, AppDynamics, SPLUNK
• Ability to solve complex issues, good at problem statement analysis and solution design thinking, quick learner
• Team player and known for hitting deadlines and staying within budget
• Good communication skills and the ability to work in a team
• Ability to prioritize own workload daily

Qualifications: BS in Management Information Systems with 6 years of Experience

• Professional certifications, including CompTIA A+, CompTIA Network+, CompTIA Security+, Help Desk Institute Support Center Analyst
• Previous experience servicing and troubleshooting Active Directory, Microsoft Exchange, Office 365, and/or Microsoft Windows Enterprise
• Experience in a technical Help Desk, Service Desk, Support Center, or Call Center environment
• Excellent organizational skills and the ability to self-direct on assigned activities
• Excellent analytical and problem-solving skills
• Excellent verbal and written communication skills
• Customer-centric attitude and model of the company’s Frogma values
• Ability to quickly diagnose, organize, and prioritize client issues and properly manage client expectations
• Ability to multitask in a diverse and rapidly changing technology environment

Qualifications: BS in Systems Administration with 3 years of Experience

• Experience in managing high volumes of incoming phone calls.
• Experience in managing incoming work from several sources, such as e-mails, customer portal, event logging, walk-ups, and live chat.
• Experience in managing calls and requests within SLA.
• Experience of working in a busy service desk environment with an excellent understanding of incident management, SLAs, and working towards other typical KPIs and targets.
• Experience in managing onboarding, systems access, and off-boarding of employees during their organizational lifetime.
• Experience working in a fast-paced and highly regulated service desk environment.
• Strong communication skills (written and oral) to liaise with people at all levels across BD, dealing with challenging situations to ensure a successful outcome.
• Be able to demonstrate the ability to multitask effectively, using the initiative to prioritize issues to meet and exceed customer expectations.
• Strong technical skills across infrastructure, desktop devices, and operating systems with the ability to problem-solve and fix issues swiftly.
• Highly motivated and very capable of working on and using their own initiative.
• Possess a can-do attitude, be solutions-focused, and will always be willing to help out
• Evidence of consistent achievement against performance targets.

Qualifications: BS in Business Information Technology with 5 years of Experience

• Experience in desktop support.
• Experience with JIRA, Ivanti Service Manager, or equivalent incident management system.
• Experience with Active Directory, Encryption services, Amazon Workspaces, and Office 365.
• Experience supporting Chromebooks.
• Experience in the Healthcare industry.
• Experience working with a remote global support team.
• Experience with Ivanti Endpoint Manager, Service Manager, and Neurons.
• Application troubleshooting experience.
• Remote control software experience (Teams, WebEx, Cisco Meraki, Ivanti Neurons, Ivanti Endpoint Manager).
• Technical knowledge of laptop PCs, zero clients, virtual workstations, Microsoft Windows OS, and networking.
• Ability to provide professional and quality customer service via phone, email, and chat.
• Excellent written and oral communication skills, along with collaborative team skills.
• Well-developed organizational skills and the ability to handle multiple duties and priorities simultaneously in a fast-paced environment.
• Ability to communicate and work with technical and non-technical audiences, including the ability to modify communication style to match the appropriate level of the audience targeted, with a strong understanding of the impact of a message on the organization or customer.

Qualifications: BS in Technical Support Services with 6 years of Experience

• Experience with managing Google Workspace, Office 365, and other common SaaS apps.
• Knowledge of Windows device deployment, troubleshooting, and repair.
• Working knowledge of macOS deployment and troubleshooting.
• Knowledge of ticketing systems, remote support, and video conferencing.
• Familiarity with printer/copier/scanner installation.
• Possess a basic understanding of network concepts (TCP/IP, subnets, VLANs, DHCP, DNS)
• Excellent organizational and project management skills.
• Strong communication and collaboration skills
• Ability to work independently and without frequent supervision.
• Strong analytical skills.
• Excellent verbal and written communication skills

Qualifications: BS in Telecommunications with 3 years of Experience

• Experience performing work on all aspects of application and systems support.
• Thorough knowledge of OS technologies (Windows, Linux)
• Working knowledge of Distributed Server environments
• Working knowledge of Local Area Networks (LAN) and Wide Area Networks (WAN)
• Working experience with monitoring and log analysis tools such as Dynatrace, Netcool suite, Tivoli, Sensu, Splunk, among others.
• Working knowledge of middleware technologies (JBoss, WebSphere, NodeJS) and web server technologies (IHS, Tomcat, IIS, Apache)
• Familiarity with DevOps, Agile methodologies, and processes.
• Knowledge of public (AWS, Azure) and private Cloud platforms (OpenStack)
• Financial services industry experience
• Excellent communication (both written and oral) and interpersonal skills.
• Comfortable with working in a rapidly changing, technically complex environment.
• Proficiency with the MS Office product suite (Word, Excel, PowerPoint, etc.).
• Automation skills with proficiency in script languages (Bash/shell scripting, Perl, Python, PowerShell)
• Ability to analyze different components of the infrastructure and application environments during Incident triage calls.
• Aptitude to influence other technical teams on the incident calls and articulate troubleshooting steps effectively.
• Ability to leverage monitoring tools (such as Splunk/Dynatrace) and capabilities to find the root cause for incident and problem management.
• Ability to perform multiple tasks in a fast-paced, dynamic environment.
• Aptitude to multitask and work well in a high-stress environment, both within teams and independently, and be able to participate in the knowledge transfer of information with peers and management.

Qualifications: BS in Information Management with 7 years of Experience

• CompTIA A+ certification
• Experience working with client computer hardware and software in a global environment
• Good knowledge of the Microsoft Stack and key technologies associated with it.
• Good knowledge of the fundamentals of networking, including TCP/IP and routing protocols.
• Good knowledge of the fundamentals of IT security.
• Strong technical background and problem-solving skills.
• Effective time management, proven prioritization skills.
• Good interpersonal skills, able to communicate well with both internal and external clients in written and oral form.
• Ability to work with team members, colleagues, and business units to solve problems.
• Be able to work on shift and on-call out of working hours.
• Flexible approach to working hours to accomplish urgent and ad hoc tasks.
• Flexible and adaptable, ability to manage work within a changing environment.

Qualifications: BS in Cloud Computing with 4 years of Experience

• Previous experience with Retail and Office IT support 
• Experience and understanding of IT systems within a Retail and Office environment
• Experience from a global organization and vendor management
• Experience working with outsourced IT Vendors
• Good understanding of Active Directory, Azure Platforms, and Office 365 Services.
• Strong analytical skills with the ability to manage large sets of data and present results in a simple manner
• Ability to support and advise users both in person and via remote communications 
• Ability to work within a matrix-managed IT Environment.
• Ability to collaborate cross-functionally and multiskilling

Qualifications: BS in Computer Information Systems with 5 years of Experience

• Experience in a service desk role supporting 50+ users
• Experience in building and maintaining Windows machines and some knowledge of macOS devices
• Exposure to IT projects and implementations of systems and upgrades (both hardware and software)
• Experienced in maintaining IT records for assets, licenses, and users, and ensuring these can be sufficiently audited
• Experience in a financial services or a certified environment (one of ISO27001, PCI, ISAE3402)
• Broad knowledge of modern business Software-as-a-Service
• Problem-solving and organizational skills, with the ability to exercise sound judgment in any customer service scenario
• Excellent desktop support technical skills with the ability to support and troubleshoot Microsoft Office 365 and Windows Operating Systems
• Ability to communicate effectively with all levels of the organization
• Ability to gather information and formulate questions to fully understand issues

Qualifications: BS in Applied Computing with 3 years of Experience

• Experience with network technologies (VLANs, Routing, QoS, MPLS, Firewalls)
• Experience in delivering IT projects
• Good knowledge of Microsoft Windows Server, including virtualization, O365
• Good understanding of a service management environment (ITIL)
• Customer-focused individual with strong communication skills
• Strong analytical and problem-solving skills
• Customer-focused approach, with strong interpersonal skills
• Be a team player, prepared to work at all levels with a proactive approach
• Ability to prioritize workload in line with business priorities, exercise sound judgment, and make decisions decision-making ability
• Flexible approach to working hours due to a demanding business environment
• Self-motivated and pays attention to detail when carrying out duties

Qualifications: BS in IT Service Management with 5 years of Experience

• Experience working in a technical support environment
• Experience working in a call center environment
• Advanced knowledge of RF scanner and printer technology
• Working knowledge of wired and wireless network technologies
• Functional knowledge of Microsoft Office and the Office 365 suite, including SharePoint, OneNote, and Visio.
• Proficient in English and German (Written and oral).
• Demonstrated tolerance of ambiguity, self-motivation, and flexibility to adapt to a changing environment.
• Excellent listening and communication skills, customer service, and interpersonal skills.
• Fast learning and well-developed analytical thinking and problem-solving skills.
• Be able to work independently, have strong interpersonal, communication, and organizational skills.
• Ability to effectively interact with internal and external business partners

Qualifications: BS in Data Analytics with 2 years of Experience

• Previous experience of working within an IT helpdesk.
• Technical IT support experience.
• Experience of working in a service-oriented company working towards KPI's and SLA's.
• Experience using Service Now or other call logging systems.
• Previous telephone support and problem-solving experience.
• Good understanding of document comparison tools, document management systems.
• Basic PC troubleshooting skills 
• Basic network troubleshooting skills 
• Good analytical skills, able to identify and resolve problems.
• Good time management, confident, and effective telephone technique.
• Be able to work without direct supervision.

Qualifications: BS in Network Engineering with 3 years of Experience

• Experience within the IT sector and juggling multiple priorities.
• Experienced with computer programs such as Microsoft and other relevant software.
• Knowledge and ability to manage microcomputer, server, network, and phone equipment requirements associated with an international 200+ customer business.
• Ability to be flexible to comply with international meetings and deal with corporate customers and end users.
• Strong communication skills and the ability to be patient and resilient, explaining operating procedures and error rectifications.
• Strong interpersonal skills, both remotely and in person.
• Excellent written, verbal, and interpersonal skills
• Proficiency in MS Office Applications (Excel, Outlook, PowerPoint, Word)
• Ability to maintain a flexible work schedule, including evenings, weekends, and on-call
• Ability to function in a fast-paced and demanding work environment

Qualifications: BS in Digital Technology and Culture with 5 years of Experience

• Practical experience in the computing industry and corporate service-desk computing environment
• Experience with Windows-based OS's and basics of UNIX or Linux operating system
• Help-desk support experience with computer hardware, software, and networks, and a Service Desk environment
• Outstanding customer service skills, excellent troubleshooting skills, and the drive to assume more responsibilities
• Must be able to enunciate clearly over the telephone
• Must be able to interpret a customer's needs, communicate clearly and concisely via e-mail
• Good troubleshooting skills in Windows 10 O/S, MS Office tools, Mail Client (Outlook), Printers, and basic networking
• Strong verbal and written communication skills are dynamic and can capture a group’s interest and maintain it, as well as the ability to facilitate meetings with diverse and sometimes conflicting points of view.
• Ability to organize/manage multiple priorities coupled with the flexibility to quickly adapt to ever-changing business needs.
• Strong analytical and problem-solving skills.

Qualifications: BS in Computer Networking with 3 years of Experience

• Certification in Microsoft, Linux, and Cisco
• Hands-on experience working in an end-user support role in a computer operations environment.
• Knowledge of Networking concepts and protocols.
• Familiarity with remote desktop applications and help desk software (e.g., Jira ServiceDesk, Zendesk, etc.)
• Proficiency with Windows OS, Avaya phone systems, Apple devices, Office 365, SharePoint, TrendMicro, SAP User Accounts Administration, and ServiceNow.
• Demonstrate strong ownership of tasks and dedication to see them through to delivery.
• Excellent problem-solving and communication skills
• Ability to resolve issues across multiple technology areas.
• Ability to work in a global team and be a team player.
• Ability to manage own time efficiently and prioritize tickets

Qualifications: BS in Information Assurance with 5 years of Experience

• Experience of dealing with calls either by answering or escalating them, and prioritizing own workload to meet user expectations.
• Practical experience of setting up and troubleshooting network PC and printers in networking environments.
• Experience in troubleshooting Windows desktop operating systems (e.g., user profiles on Windows 10).
• Knowledge of specialist legal software such as iManage Worksite, Workshare, BigHand, Laserform, etc.
• Proficient in supporting Microsoft Office and other popular software products (e.g., Adobe).
• Be able to demonstrate practical helpdesk experience in professional services, having used call logging software.
• Excellent communication skills at all levels, should be customer-focused, and able to prioritize/manage client expectations.
• Enthusiastic with a ‘can-do’ attitude and displays a willingness to learn.
• Strong skills supporting A/V solutions, Zoom, Teams, etc.
• Independent self-starter with high attention to detail

Qualifications: BS in Technology Management with 3 years of Experience

• Possess ITIL certification
• System administration and IT certifications in Linux, Microsoft, or other network-related fields
• Experience in a help desk environment supporting corporate applications (e.g., Oracle financials, Concur, Successfactors), endpoint management systems (e.g., ServiceNow, Jamf, Intune), and engineering platforms (e.g., Slack, Okta, Azure AD, Google Workspace, Confluence/Jira, Github)
• Experience with scripting and automation tools
• Windows/MacOS/Linux machine administration experience
• Working knowledge of virtualization, Docker, public cloud (e.g., AWS, GCP, Azure, or equivalent)
• Knowledge and understanding of ITSM
• Excellent verbal and written communication skills.
• Strong multi-tasking and organizational skills
• Ability to organize, label, document, and manage a small office

Qualifications: BS in Information and Communication Technology with 6 years of Experience

• Experienced in providing Technical Support for IT systems within a service desk environment
• Experienced in troubleshooting and managing incidents to secure a resolution
• Experienced in using a service desk tool in managing incidents
• Strong experience with Microsoft Exchange, Active Directory, and Windows 10
• Strong technical knowledge of IT systems, with the ability to diagnose and fix hardware and software issues
• Sound working knowledge of Intel Intel-based personal computing environment
• Excellent customer service skills
• Basic hardware troubleshooting skills
• Strong communication skills (face-to-face, phone, email)

Qualifications: BS in Internet and Web Technology with 4 years of Experience

• Experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role
• Hands-on experience with Windows/Linux/Mac OS environments
• Proficiency in English with strong verbal and written communication skills (the working language is English)
• Good knowledge of the Microsoft Windows 10 operating system and other Microsoft products
• Good knowledge of Windows Server (Active Directory, Network Sharing, Permissions, Management Console)
• Excellent customer service skills, including the ability to work with users of all skill levels
• Strong written and oral communication skills
• Ability to prioritize own workload and manage conflicting deadlines
• Ability to quickly learn several proprietary applications that are core to the business

Qualifications: BS in Computer Studies with 3 years of Experience

• Experience in desktop support
• Experience with network applications/operating systems/hardware
• Experience implementing and maintaining Windows-based application servers
• Experience of working within a high-profile administrative environment
• Good knowledge of Microsoft PC and Network operating environments and associated applications.
• Good knowledge of PC hardware and associated peripherals
• Excellent knowledge of Microsoft O/S, Server, and Desktop
• Good analytical and problem-solving skills with the ability to troubleshoot and diagnose problems.
• Excellent customer care skills, ability to communicate effectively to help employees resolve their issues, and feel satisfied with the experience.
• Excellent written and verbal communication skills with a professional and confident telephone manner.
• Ability to use technical documentation and diagnostic tools to solve level-1 IT-related problems

Qualifications: BS in Cyber Operations with 5 years of Experience

• Experience in O365, Exchange, Active Directory, Windows Server 2012
• Experience in front office support, facing off to traders, and working in a complex and fast-changing environment.
• Tertiary education and industry experience
• Knowledge of various operating systems, including macOS, Windows 10, iOS, and Android
• Solid knowledge of client operating systems, contemporary office productivity applications, and knowledge of Active Directory and account administration
• Working knowledge of JAMF
• Basic understanding of Jira and Confluence
• Excellent interpersonal, verbal, and written communication skills
• Strong attention to detail, accuracy, and organizational, interpersonal, and team-oriented skills.
• Must be a self-starter and be willing to take accountability for projects, problems, and issues.

Qualifications: BS in Information Science with 6 years of Experience

• ITIL v4 Foundation knowledge or certification
• Experience in AWS and/or Azure cloud administration and the New Relic monitoring and observability platform
• Understanding of ticket logging and updating
• Technical hardware and software troubleshooting skills
• Excellent communication skills (written, verbal, and listening)
• Excellent organizational skills
• Good time management skills
• Excellent analytical and troubleshooting skills.
• Ability to remain calm whilst delivering to stringent deadlines
• Ability to work in an office environment and be part of a virtual team
• Willingness to learn from others and self-study

Qualifications: BS in Electronics and Computer Technology with 4 years of Experience

• Experience in IT support as 1st/2nd line
• Experience supporting Windows 10 desktop
• Experience supporting Microsoft business product suite (i.e., Office 2016, O365)
• Experience supporting/troubleshooting VPN connections
• Excellent communication, interpersonal, and social skills, and telephone manner
• Excellent troubleshooting skills
• Attention to detail and good problem-solving skills.
• Time management skills and the ability to establish reasonable deadlines for resolution.
• Strong coordination and time management skills
• Ability to understand and support the basics of networking servers, different operating systems, laptop/desktops, network printers, and mobile technology
• Ability to explain technical problems to non-technical people

Qualifications: BS in Computing and Business with 2 years of Experience