• Install, configure, maintain, monitor, and troubleshoot end-user workstations, hardware, software, and network equipment.
• Support services and administration for common business applications and third-party software
• Technical services and support for LAN and WAN connectivity, switches, firewalls, and wireless access points.
• Printer and copier support and management, including removal, installation, and server driver configuration.
• Execute performance tuning activities, develop monitoring processes, and provide performance recommendations for the Linux environment.
• Support Linux servers and configurations, plus reporting and monitoring.
• Document internal processes and procedures related to duties and responsibilities.
• Enter all work notes in service or project tickets within the internal ticketing system.

Skills: System Administration, Network Support, Hardware Maintenance, Software Troubleshooting, Linux Management, Performance Monitoring, Process Documentation, Ticket Management

• Provide PC and laptop hardware support, including installations, relocations, and upgrades
• Provide necessary desktop application support and deployment
• Be responsible for creating and maintaining user login, group access, and security records
• Provide necessary user training on network and desktop applications
• Provide additional technical support services, such as teleconference and videoconference meetings, desktop phone support, network cabling and connectivity, etc.
• Maintain inventory and configuration documentation on personal computers
• Maintain software inventory and licensing records for personal computers
• Submitting information for budgets, monitoring expenses
• Protects the organization's value by keeping information confidential
• Practices and promotes ethical computing
• Provide secondary support and assistance to other IT staff members
• Create and maintain documentation and desktop instructions for all routinely performed tasks
• Basic account management associated with access and permissions, such as Active Directory, email account access, etc.
• Monitor network and system resources to ensure availability and optimal performance
• Support routine network backups and routine systems and networking tasks, or other special tasks
• Escalate problems to system engineers, ERP/database administrators, and/or to IT management

Skills: Hardware Support, Application Deployment, Account Management, User Training, Technical Support, Inventory Control, Network Monitoring, Documentation Maintenance

• Troubleshoot PC and network hardware and software problems.
• Build, configure, and upgrade hardware
• Assist with the system security in adherence to state and federal regulations.
• Provide technical support to users and systems during and after business hours.
• Work collaboratively with staff and outside vendors.
• Assist in adherence to state and federal regulations, such as HIPAA
• Secure data destruction and recycling of old equipment.
• Assist in the implementation of EMR software
• Assist in the research and evaluation of PC software and hardware solutions.
• Assist in obtaining pricing and procurement of IT equipment and supplies.
• Participate in the resolution of IT issues/needs.
• Provide on-call coverage and travel to office locations.

Skills: Hardware Troubleshooting, Network Support, System Security, User Assistance, Vendor Collaboration, Data Protection, EMR Implementation, Equipment Procurement

• Assisting in the maintenance of network servers, printers, IT equipment, and systems.
• Handling problems through to resolution.
• Resolving complaints and similar issues, and taking action to resolve customer support problems promptly.
• Ensuring adequate levels of support coverage, including scheduling staff coverage, rotating work schedules, etc.
• Interacting with other support groups to resolve problems, formulate plans and schedules, and modify processes.
• Ensuring appropriate data management and security standards and procedures, and directing the recovery of data.
• Providing desktop and server administrative functions including data backups, file recovery, software installation and upgrades, internet/intranet addressing, communications troubleshooting, server configuration and maintenance, etc.
• Installing tests and troubleshooting a full range of hardware and software, end-user tools, etc.
• Performing a wide variety of technical support functions within a high-stress and production-deadline setting.
• Full technical responsibility for the OS System testing function of a project.
• Investigate OS System exposed violations and potential breaches in security.
• Planning and implementing complex installations and scheduling support activities around administrative functions, hardware, and software upgrades, etc.
• Applying effective support, remedial, and problem resolution measures to deal with problems.

Skills: Network Maintenance, Issue Resolution, Customer Support, Staff Scheduling, Data Security, Server Administration, Software Installation, System Testing

• Managing application access
• Troubleshooting hardware and software issues for in-office and remote employees
• Managing security and conferencing systems
• Making sure all conference rooms and digital signage are up to date and in working order.
• Onboarding/offboarding employees
• Documenting and updating processes as the company grows
• Contributing to all current and future IT projects
• Providing regular status updates to members of the organization, including executives

Skills: Access Management, Technical Troubleshooting, Security Management, Conference Support, Employee Onboarding, Process Documentation, IT Project Support, Status Reporting

• Provide technical support through phone, email, and computer to identify and resolve customer tech issues promptly.
• Supports servers Windows 2003, 2008, 2012, supports desktops for Windows 7 and 10
• Analyze incoming user questions and information.
• Construct remedies, including workarounds, suggestions, alternative usage, and fixes.
• Manage difficult or emotional customer situations.
• Respond promptly to customer needs, solicit customer feedback to improve service.
• Support WMS and ERP systems
• Learn new software and assist with different projects, updates, and initiatives for product solutions
• Follow policies and procedures.

Skills: Technical Support, Windows Administration, Issue Analysis, Problem Resolution, Customer Service, ERP Support, Software Adaptability, Policy Compliance

• Working with Engineering and IT to create and maintain system documentation, self-help/FAQ materials, training materials, and other documentation related to application support.
• Working with Engineering and IT to understand troubleshooting measures for common problems, and take these actions for inbound requests.
• Managing ticketed query systems and ensuring a comprehensive database of queries and resolutions is kept up to date.
• Managing requests in accordance with SLAs set by Engineering and IT.
• Following escalation procedures determined by Engineering and IT.
• Collecting required information from the requester before escalating to Level 2.
• Possessing specialist knowledge of operating systems, devices, applications, and software.
• Providing technical support to teams within the organization by identifying and resolving technical issues for hardware and software.

Skills: System Documentation, Troubleshooting Procedures, Ticket Management, SLA Compliance, Escalation Handling, Technical Expertise, User Support, Knowledge Management

• Helps business operations utilize information systems to improve efficiency
• Keeps computer equipment, hardware, and software updated to meet organizational needs
• Participate in the inventory, deployment, maintenance, support, and upgrade of desktops, laptops, printers, copiers, desk phones, peripherals, and software
• Utilize the internal ticketing system
• Maintain and meet the Service Level Agreement for PC Services
• Ensure that IT global standards are adhered to, e.g., response time, documentation management, Information Security standards, and technical standards
• Proactively identify areas for service improvement
• Review incidents and technical solutions to ensure the integrity and value of information in the incident management system
• Respond to Service Desk escalations to maintain first-hand experience with incident handling and problem resolution
• Work with Global teams to ensure Local Network and Servers are maintained
• Initiate and promote team-oriented behavior
• Maintain ownership of all incidents managed by the Support Services Organization
• Provide customers with maintenance and outage notifications
• Foster a team atmosphere within and between departments

Skills: Information Systems, Hardware Maintenance, Software Deployment, Ticket Management, SLA Compliance, Service Improvement, Incident Review, Team Collaboration

• Assist global onsite and remote employees with the onboarding, configuration, and ongoing usability of computer hardware, peripheral equipment, and software. 
• Work with the Ticket Tracking System to review, acknowledge, diagnose, and remedy all assigned end-user tickets promptly. 
• Support and maintain open and professional relationships with users.
• Partner with the Systems and Network teams to escalate issues accordingly and resolve end users’ problems.
• Create and update documentation related to Support processes and procedures.
• Work with vendor support contacts to resolve technical problems with hardware, peripheral equipment, and software. 
• Interact with numerous cloud-based platforms in a high-growth environment.
• Train end-users on the appropriate use of approved Collibra hardware, software, and peripherals.
• Recommend and/or perform upgrades on end-user hardware to ensure uptime. 
• Maintain asset management system tracking on all hardware and perform audit checks to confirm equipment
• Collect/validate functional requirements of technical solutions to determine whether a solution is viable for purchase.
• Respond and contribute to Business Continuity circumstances relating to planned and unplanned events.
• Actively participate in scheduled off-hour operations, weekend work, and on-call rotations.

Skills: Technical Onboarding, Ticket Resolution, User Relations, Issue Escalation, Process Documentation, Vendor Coordination, Cloud Support, Asset Management

• Assisting employees (end users) with the computer desktop systems
• Initial IT orientation of new employees during their sign-in process
• Providing computer support services for software and hardware within established company standards and guidelines
• Testing of computers to ensure all computer systems are functioning properly
• Identifying and solving any problems that affect computer operating systems
• Communicating effectively with the individual end users on issues that pertain to their machines
• Maintenance and upgrading of computer systems, including offering recommendations on upgrades on an as-needed basis
• Assistance in implementing IT-related company initiatives as provided by IT leadership
• Maintaining computer peripheral devices, such as printers and scanners, and solving the related issues with these devices
• Be responsible for delivering, tracking, and recording the assignments of hardware to new employees
• Training end users and orienting them on how to use the computer hardware and software on an entry-level basis
• Be responsible for understanding the network topology to assist the Network Technician and Systems Administrator during outages

Skills: End-User Support, IT Orientation, Hardware Maintenance, Software Support, System Testing, Issue Resolution, Peripheral Management, User Training

• Deliver top-tier level 1 and 2 support to the internal users in a timely, professional, and accurate manner
• Resolution of issues through Jira Service Desk
• Identify users' needs and help them navigate specific features of the softwares
• Manage the onboarding and offboarding procedures for internal users
• Work with multiple departments to investigate new technologies and software that can help improve internal services
• Install, maintain, and upgrade equipment and its associated infrastructure
• Identify, research, and resolve technical problems
• Report product malfunctions
• Create, maintain, and update the company knowledge base

Skills: Technical Support, Jira Management, User Assistance, Onboarding Management, Technology Research, Equipment Maintenance, Problem Resolution, Knowledge Management

• Provide comprehensive technical support to Suvoda employees worldwide.
• Respond to technical support requests received via email, chat, telephone call, and ticketing system, and resolve promptly in accordance with team procedures and standards.
• Troubleshoot end user computing problems (laptop hardware/OS/software, printer, phone system, video conferencing, etc.), including analyzing the problem, identifying the appropriate resources, testing of proposed fixes, and follow-up to ensure the problem has been resolved.
• Maintain communication with customers and answer basic questions
• Ensure the customer understands and is satisfied with the work completed.
• Follow all standard operating procedures (SOPs) through the effective use of Knowledge Management.
• Develop and maintain a working knowledge of relevant technology and support policies and processes in order to provide technically accurate solutions to users.
• Triage and escalate system and network outages to reduce downtime.
• Manage local IT equipment and consumables throughout the asset lifecycle, including sourcing/procurement, deployment, recovery, and disposal
• Administer employee accounts, including account creation, maintenance, and deletion
• Install and upgrade company laptops using prebuilt automated deployment processes.

Skills: Technical Support, Ticket Resolution, Problem Troubleshooting, Customer Communication, Knowledge Management, Incident Escalation, Asset Lifecycle, Account Administration

• Maintain the macOS desktop environment, including hardware provisioning, software installation, configuration, and support
• Provide face-to-face, remote, and ticket requests to in-house and remote staff
• Provide support for meetings and events
• Diagnose and perform routine maintenance for a range of company hardware, including asset management
• Help team members to use their software efficiently, using ad-hoc guidance and training sessions
• Write and maintain support articles and internal documentation
• Assist the IT Services team with security and compliance tasks
• Assist the IT Services team with project work

Skills: MacOS Support, Remote Assistance, Event Support, Hardware Maintenance, User Training, Documentation Management, Security Compliance, Project Assistance

• Provide excellent task management when ordering and staging all equipment for installations and modifications/and upgrades.
• Provide AD user account management and rapid staff onboarding ng offboarding.
• Provide execution strategies for the installation, maintenance, modernization, repair, and replacement of IT equipment to ensure reliability and compatibility.
• Provide on-site technical support for IT assets to include staging new assets for installation and/or cutover.
• Install all new hardware, including network hardware, PC, Printers, iOS Tablets, and medical devices.
• Receive, tag, distribute, and track all IT hardware inventory and apply, maintain, and update Property Barcode tags on new and existing company IT equipment.
• Prepare, package, and stage equipment for build-up, integration, and deployment.
• Maintain enterprise IT equipment spare pools and other PC hardware for rapid deployment to medical clinics.
• Provide Service desk description and IT configuration guides, utilizing SLAs and ITIL ticketing systems.

Skills: Task Management, Account Administration, Equipment Installation, Onsite Support, Hardware Deployment, Inventory Tracking, Asset Management, IT Documentation

• Install and configure desktop and laptop hardware, operating systems, and applications on Windows, Mac, and Linux.
• Perform hardware and software troubleshooting, part replacement, and system upgrades.
• Assist with hardware and software ordering.
• Maintain inventory accuracy and facilitate equipment distribution to end users.
• Respond to support requests via chat, email, and tickets.
• Quickly identify, research, and resolve issues.
• Perform regular security patching to ensure security compliance.
• Facilitate physical desk moves and setups.
• Manage Active Directory domain user and computer accounts.
• Manage inventory of software licenses and hardware assets.
• Document IT operating procedures and end-user documentation.

Skills: Hardware Configuration, System Troubleshooting, Order Management, Inventory Control, Ticket Response, Security Patching, Account Management, Documentation Maintenance

• Provide on-site or remote support, solving 1st and 2nd level support issues, and forward issues to the relevant international cross-functional teams.
• Install and upgrade computer components and software, manage virtual servers, and integrate automation processes.
• Procure, catalog, and install IT hardware, and then provide end users with a briefing.
• Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing the impact of issues.
• Oversee the maintenance, configuration, and reliable operation of computer systems, network servers, and virtualization.
• Ensure a continued and improved level of service to local users.
• Provide documentation and technical specifications to IT staff for planning and implementing new or upgrades of IT infrastructure.
• Provide end users with support for a variety of IT issues, for example, in the areas of configuring profiles on O365, VPN, MDM, MFA, troubleshooting, patching, and tuning.
• Support the business continuity and disaster recovery plans.
• Support local business stakeholders
• Monitor, support, and follow up on the incident management process
• Ensure the appropriate maintenance of applications and systems supporting the identification of problems and support the appropriate solutions
• Ensure secure running of local IT environment (data, network, and backup).

Skills: Technical Support, System Administration, Hardware Procurement, Issue Troubleshooting, Server Maintenance, Infrastructure Documentation, User Assistance, Security Management

• Coordinate and respond to work order requests related to computer equipment, mobile devices, printers, scanners, desk phones, and audio/video equipment with limited guidance from other team members
• Troubleshoot, resolve, or escalate work orders for hardware and software errors through various communication channels, phone, email, direct messaging, and in-person
• Document detailed information regarding work order requests and their resolution
• Coordinate with external vendor systems and personnel regarding warranty registration, purchases, returns, and repair
• Maintain inventory levels of all hardware equipment, software, and software licenses
• Suggest and assist with process improvement changes by updating the support knowledge base
• Provide guidance to other team members
• Assist with implementing, monitoring, configuring, troubleshooting, and maintaining the corporate infrastructure and line of business applications under limited guidance

Skills: Work Order Management, Hardware Troubleshooting, Issue Documentation, Vendor Coordination, Inventory Management, Process Improvement, Team Guidance, Infrastructure Maintenance

• Provide internal users with help desk support and troubleshooting.
• Install new software releases, system upgrades, evaluate and install patches, and resolve software-related problems.
• Install and ensure all devices are kept compliant with the required security software.
• Support network changes and server maintenance.
• Hardware/software setup, installation, and training for new users.
• Maintain data files and monitor system configuration to ensure data integrity.
• Provide support for voice and mobile infrastructure/equipment across all departments, including Moves, Adds, and Changes (MACs) in Microsoft Teams phone and voicemail systems.
• Provide support for printers and other multifunction devices.

Skills: Help Desk Support, Software Maintenance, Security Compliance, Network Support, User Training, Data Integrity, Voice Infrastructure, Printer Support

• Be responsible for providing full Desktop Support for all employees within Bracknell, other UK locations, and the EMEA/APAC Region
• Be responsible for managing the lifecycle of all service-raised incidents (incident control) and service requests (request control), requiring the use of knowledge management
• Provide support to management and business units when a business disruption occurs
• Provision of high-quality IT Support
• Review the outstanding IT Support job list and complete tasks to a high level of customer satisfaction
• Provide support to IT Operations colleagues
• Produce recommendations to improve the level of IT Support given to internal customers
• Review and recommend product and process improvements within the IT infrastructure

Skills: Desktop Support, Incident Management, Request Handling, Knowledge Management, Business Continuity, Customer Support, Service Improvement, Infrastructure Optimization

• Provide support to end users for workstations, applications, systems, device access and hardware issues.
• Identify, research, and resolve the most complex technical problems in a manner that meets the end users' needs and does not expose Overhaul to any security or licensing risk
• Respond to telephone, email and online requests for technical support.
• Ensure that all reported issues are documented, tracked and monitored in applicable systems and tools.
• Provide Cisco network hardware support
• Assist in the documentation of common processes and procedures
• Be responsible for the installation, documentation, and connection of all new and existing workstations
• Be responsible for the installation and maintenance of all types of software
• Assignment and tracking of all workstations and peripherals
• Maintain and manage the company's physical and cyber security system
• Evaluate the overall system's performance, workflow, procedures, and recommend and/or implement changes and improvements with management approval
• Validate all programs and software meet business requirements and do not expose Overhaul to Cyber or licensing risk
• Proficient in Microsoft Word, Excel, PowerPoint, and other related software applications and able to perform both routine and advanced computer-related tasks.
• Train, coach, and assist less experienced team members

Skills: End-User Support, Technical Problem Resolution, Network Hardware, Issue Tracking, Process Documentation, Software Installation, Security Management, Team Training

• Performs preventative maintenance in accordance with department policies.
• Submit requests for IT supplies to the CTO
• Creates and maintains an inventory of IT hardware and software
• Creates and maintains user accounts within the company.
• Install applications/software on the company network.
• Routine maintenance and update of Active Directory, MS Exchange, MS SQL, DFS MS server OS.
• Provides helpdesk/hardware support via telephone or in-person.
• Troubleshot technical problems, notified appropriate staff of software failures, and provided computer diagnostics.

Skills: Preventive Maintenance, Supply Requests, Inventory Management, Account Administration, Software Installation, Server Maintenance, Helpdesk Support, Technical Troubleshooting

• Performs root cause analysis for technical issues and recovers help desk issues and reports them every week.
• Implement corporate training protocols to educate staff regarding cyber threats.
• Participate in the development and updates of Documented IT processes and procedures, including ISO27001, NIST 800-171, CMMC, and GDPR.
• Train admin/clerical staff on basic computer usage and office applications.
• Manage all software/systems upgrades to ensure a superior user experience.
• Oversees, maintains and troubleshoots computers and related peripheral equipment.
• Ensure compliance with the company code of conduct and all applicable laws, regulations, rules and policies.
• Complies with all requirements of the AS9120, ISO 9001, ASA-100, and IDEA QMS 9090 Quality Management System and criteria of CCAP-101, AS6081, and ANSI/ESD-S20.20.

Skills: Root Cause Analysis, Cybersecurity Training, Process Documentation, User Training, Software Upgrades, Hardware Maintenance, Compliance Management, Quality Assurance

• Respond to inbound technical calls and helpdesk tickets from customers in an efficient, courteous, and knowledgeable manner
• Ensure that all calls taken have been resolved and ensure escalation has been done and the associate has been contacted
• Proactively determine ways to improve support/service and reduce the number of inbound calls
• Maintain an open line of communication regarding events, outstanding issues and client follow-up
• Assist with the installation and/or upgrade of software and hardware
• Resolve problems by gathering information, determining the customers' needs, and conducting research to find a correct solution
• Acquire and maintain a working knowledge of a wide range of applications and systems
• Rebuild workstations to resolve support issues
• Maintain documentation for the calls received and job function responsibilities
• Administer Microsoft Active Directory, Exchange User Accounts

Skills: Technical Support, Call Management, Service Improvement, Communication Management, Installation Assistance, Problem Solving, System Knowledge, Account Administration

• Conducts market research for new AMO IT equipment and software, and advises AMO staff on those most appropriate to their needs.
• Provides technical evaluations and recommendations of proposed and existing Automatic Data Processing/Electronic Data Processing (ADP-EDP) systems.
• Serves as the owner/maintainer of the AMO list of approved hardware/software.
• Updates the list, as new items are put into inventory and approved by OIT.
• Attends technical training and conferences relating to existing or proposed ADP-EDP systems.
• Coordinates with the OIT on any technical matters to include issues related to the configuration of hardware/software, Outlook accounts, electronic distribution, and email list.
• Administers the AMO Network Drive, including reconstruction, monitoring, and maintenance.
• Reports to the Local Property Officer (LPO) any computer equipment that is put into service, moved (physical location or personnel assignment), or decommissioned.
• Maintains computer/peripheral supplies and works with AMO personnel to reorder.

Skills: Market Research, Technical Evaluation, Asset Management, Inventory Updates, Technical Coordination, Network Administration, Equipment Tracking, Supply Management

• Sets up audiovisual equipment for conferences, meetings, etc.
• Installs new computers and peripherals on user desks, loads software, installs cables, and familiarizes users with these systems.
• Transfers and copies software programs and data.
• Software loading may include coordination with OIT and software vendors.
• Performs onsite troubleshooting, debugging, and repair of computer-related equipment, in coordination with OIT.
• Performs maintenance on AMO computer-related equipment.
• Coordinates any warranty or maintenance work with OIT and vendors.
• Coordinates the movement of IT hardware, including disconnecting systems, ensuring proper packing, and reconnecting them at new work areas.
• Configures mobile data communication devices (e.g., AirWatch) and provides technical support to AMO personnel.

Skills: AV Setup, Computer Installation, Data Transfer, Software Coordination, Equipment Troubleshooting, Hardware Maintenance, Hardware Relocation, Mobile Configuration

• Installation and maintenance of equipment in server rooms, offices, and data centers.
• Migration of legacy systems and applications to newer systems.
• Work on tickets in the helpdesk queue.
• Carry out IT induction for new staff to ensure the best possible end-user experience.
• Keep documentation of the IT infrastructure up to date and accurate.
• Check backups and carry out DR testing.
• Maintaining compliance processes and reporting.
• Work closely with the security team to ensure security policies are met or exceeded.
• Ensure timely renewals for critical infrastructure.
• Raising and tracking Purchase Requisitions for IT infrastructure.

Skills: Server Maintenance, System Migration, Ticket Management, IT Induction, Documentation Control, Backup Testing, Compliance Reporting, Security Coordination

• Be responsible for documenting and managing tasks and schedules of IT projects and initiatives of the Shared Services teams through completion.
• Assists the support teams in engaging vendors to assess issues and or gather information related to supported applications and escalates issues
• Participate in the planning, development, and task execution of IT system integrations, conversions, or new implementation projects within the EPMO.
• Ensures assigned deliverables are met and meet quality standards.
• Collaborates with other IT departments to assess risk on assigned initiatives.
• Performs QA testing of internally developed applications and works with development and support teams on the application support handoff process.
• Participate in user acceptance testing coordination.
• Assists the Governance team in the coordination and completion of initiatives to resolve audit deficiencies and recommendations.

Skills: Project Management, Vendor Coordination, System Integration, Quality Assurance, Risk Assessment, Application Testing, UAT Coordination, Audit Compliance

• Assists the support team in the completion of system risk assessments.
• Works with other bank units to gather requirements/information for completion of projects and initiatives.
• Ensures IT control guidelines and policies are followed appropriately.
• Provide status reports on IT projects and initiatives, including potential issues and risk items identified by the teams.
• Looks for continual improvement opportunities for support processes and makes recommendations.
• Creates documentation on application support workflows.
• Participates in internal audits and regulatory exams.
• Participates in vendor diligence activities.
• Identify and resolve systems issues or escalate through vendor escalation.

Skills: Risk Assessment, Requirement Gathering, Policy Compliance, Status Reporting, Process Improvement, Workflow Documentation, Audit Participation, Vendor Management

• Provide telephone and desk-side problem resolution support for all corporate users of computer software, hardware, peripherals, and networks.
• Grant access, change, and reset passwords.
• Learn all internal business applications and provide general PC/Network support (1st Level) and general application support to a distributed user base.
• Serve as the initial point of contact for troubleshooting hardware/software PC and printer problems.
• Identify, troubleshoot, resolve, and escalate issues related to desktop computer hardware, software, and related equipment installation and configuration.
• Identify, troubleshoot, resolve, and escalate issues related to the local area network and phone equipment.
• Log all calls and activities accurately in a tracking system.
• Organize resolutions, work with multiple parties while communicating with impacted APC staff with regards to resolution, next steps, and timing
• Maintain working relationships with all equipment vendors, ensuring regular maintenance and ensure repair schedules are performed
• Develop emergency plans to address equipment, power, or security failures to ensure preservation of data
• Identify and suggest possible improvements or weak spots that can improve the overall quality of measurement or reduce equipment failure incidence

Skills: Technical Support, Access Management, Application Support, Hardware Troubleshooting, Network Support, Ticket Logging, Vendor Relations, Incident Prevention

• Update, resolve, and close service tickets by quickly responding to and resolving client and remote management and monitoring system-reported technology issues.
• Schedule appointments for delivering remote technology support and performing follow-up tasks, and providing professional client updates.
• Provide installation, troubleshooting, and support for basic networking issues, VPNs, and Windows desktop operating systems, client software programs, and applications.
• Create new user accounts, administer user rights and privileges and reset user passwords using Windows servers, Active Directory, and Group Policy.
• Escalate service requests that require engineer-level support.
• Comply with all organization business policies, workflow processes and documentation practices.
• Maintain and update service tickets, time entries and time sheets.
• Provide technical assistance to clients using the RMM and PSA tools via email, phone, and on-site support.
• Use strong communication skills to make clients feel comfortable with their technology.
• Assist with a wide range of requests for hardware and software support, including new user setup and troubleshooting.

Skills: Ticket Management, Remote Support, Network Troubleshooting, Account Administration, Issue Escalation, Policy Compliance, Client Communication, User Setup

• Experience in troubleshooting and supporting iOS, Android, and Blackberry mobile devices and other PDA’s with a focus on enterprise email delivery.
• Experience working with networked and local printers, scanners, advanced copiers, and other hardware peripherals.
• Experience with common law firm tools such as email archiving and document management systems
• Experience with Enterprise Vault and FileSite.
• Experience with remote access, such as Citrix, VPN, and Remote Desktop.
• Previous experience providing technology support in a professional office environment.
• Extensive experience with the Microsoft Office 2010 and 2016 Suites with a focus on Outlook, Word, Excel, and PowerPoint.
• Significant knowledge of the Windows 7 and 10 operating systems, settings, limitations, tweaks, and maintenance procedures.
• Basic understanding of networking devices, cabling, and associated troubleshooting.
• Excellent troubleshooting skills related to desktop computer hardware and software, demonstrating the ability to quickly resolve moderately complex issues or suggest alternative solutions.
• Attention to detail and the ability to multitask in a fast-paced, high-pressure, deadline-oriented environment to achieve business goals and objectives.
• Superb customer service skills, including the ability to understand both internal and external client needs and expectations, provide excellent service, and meet or exceed client expectations.
• Ability to establish and maintain productive working relationships with all levels of staff, including attorneys, peers, and other departments.
• Strong communication skills, including the use of active listening and the ability to convey information clearly in both written and verbal communication.
• Must demonstrate a personal willingness and ability to effectively work in and adapt to a changing environment.

Qualifications: BS in Information Technology with 5 years of Experience

• Office 365 and Active Directory administration or certification
• Experience of working in an IT/Helpdesk environment
• Experience in dealing with customers both in person and on the phone
• Excellent customer service skills
• Experience in installing and configuring computer hardware, software, and systems
• Experience of ITIL Service Operations
• Knowledge of IT systems, software, and support methods
• Ability to work individually and as part of a team
• Ability to prioritize workloads daily

Qualifications: BS in Computer Science with 3 years of Experience

• Excellent knowledge in installing, maintaining, and troubleshooting Dell and HP computers running Windows 10
• Basic knowledge of Cisco IP Phones and videoconferencing
• Good knowledge of AD, DNS, and DHCP
• Good knowledge of Microsoft-based infrastructures
• Good knowledge of Microsoft Office 2016 and above.
• Basic knowledge of Citrix, Microsoft Exchange, Microsoft App-V, SCCM
• Basic knowledge of Bloomberg, FactSet.
• Good knowledge of Apple and Android mobile devices
• High level of initiative and commitment with a “hands-on” approach to get things done and solve issues
• Strong organization skills, ability to handle pressure, and to work independently, as well as being a good team player
• Excellent customer service and communication skills
• Willingness to travel within Switzerland and EMEA

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

• Experience installing and configuring Juniper and Cisco network equipment (firewall, VPN, DNS, and DHCP)
• Experience with configuring and troubleshooting WLAN and LAN equipment
• Experience working with a ticketing system (ex, Jira)
• Experience with the remote support of end-users
• Experience in enterprise macOS management
• Experience with implementing various conference room equipment and configurations (Zoom Room, Chromebox for meetings)
• Deep knowledge of business apps (ex, Slack, G-Suite, etc.)
• Strong customer service, interpersonal, problem-solving, and troubleshooting skills
• Strong critical thinking and problem-solving skills
• Good verbal and written English
• Ability to clearly communicate with local and overseas team members

Qualifications: BS in Network Administration with 6 years of Experience

• Experience in the 1st line of IT support
• Experience with Support Desk Software
• Good knowledge of English (written and spoken)
• Good knowledge of the Windows Operating System, Microsoft Office
• Good background in networking concepts and technologies
• Time management and organizational skills
• Desire and ability to rapidly learn new technology skills
• Backup process knowledge and good practice
• Strong communication and troubleshooting skills
• Ability to simulate or recreate user problems to resolve operating difficulties.

Qualifications: BS in Cybersecurity with 2 years of Experience

• Experience supporting Windows OS desktops and laptops in an enterprise.
• Experience in Apple products (iPad, MacBook) support in an enterprise.
• Experience supporting smartphones (IOS, Android).
• Experience software application support via remote assistance and/or desk-side.
• Experience in a customer service/call center environment, and/or helpdesk.
• Strong networking and troubleshooting skills.
• Strong interpersonal skills to work in a dynamic and fast-paced environment.
• Excellent verbal and written communication skills, and be courteous and efficient when handling and resolving issues.
• Must be self-motivated and flexible to accommodate changes in Promontory’s business strategies.

Qualifications: BS in Computer Engineering with 3 years of Experience

• Desktop support experience in a business environment.
• Experience supporting MS Office Products and tools, including MS Teams.
• In-depth understanding of Windows desktop operating systems.
• Working understanding of network technologies, including VLANs, DHCP, DNS, and VPN.
• Working knowledge of Windows Active Directory and file server permissions.
• Strong technical troubleshooting skills with a focus on Microsoft technologies.
• Strong attention to detail.
• Excellent interpersonal skills with the ability to interact professionally and maintain positive working relationships.
• Strong written and oral communication and presentation skills
• Superior analytical, evaluative, and problem-solving abilities.
• Be able to work independently in complex and ambiguous environments and situations.
• Self-starter with the ability to work independently.

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

• Experience working as a PC technician in a Microsoft operating system environment
• Strong experience and working knowledge of current Windows Operating Systems.
• Experience in supporting a Citrix thin client environment.
• Broad technical knowledge of DNS, DHCP, WINS, TCPIP, with a basic understanding of VoIP technologies
• Familiar with Internet and Intranet concepts.
• Strong knowledge of Google Suite
• Telecom and MS Exchange Server exposure 
• Knowledge of LAN and WAN concepts
• Excellent written and oral communication skills.
• Solid organizational, time management, and project estimating skills.
• Strong problem-solving and change management skills.
• Ability to create accurate, detailed documentation and present the information to a non-technical audience
• Ability to work under pressure to meet deadlines, both as an individual contributor and as a team member.
• Ability to prioritize and complete multiple tasks simultaneously.
• Must be able to work with a wide variety of people with different personalities and backgrounds.
• Willing to improve skills and techniques by attending classes on the employee’s own time.

Qualifications: BS in Software Engineering with 6 years of Experience

• Experience working in time time-sensitive support environment for a large company, supporting users in Windows 10, Office 365 at a minimum of a Tier II level.
• Experience working in a team-oriented, collaborative environment.
• Banking or financial services experience.
• Knowledge of specific software and hardware.
• Basic knowledge of Windows Server, Active Directory, as well as Microsoft Exchange Server.
• Understanding of software and hardware deployed within a business.
• Effective verbal and written communication skills for conveying information to end-users.
• Ability to manage multiple priorities
• Ability to work under pressure and to work cross-functionally with all levels in the organization
• Willingness and ability to work overtime, weekends, and different hours

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

• Experience using and supporting Apple Macintosh, Mac OS and iOS
• Experience using and supporting Microsoft Office 365
• Experience in a corporate IT support environment
• Experience in resolving PC hardware issues on Intel platforms
• Excellent customer care skills with a “delight the customer” mentality
• Good social, communication and interpersonal skills
• Strong analytical, troubleshooting, problem-solving and performance tuning skills
• Team player and able to complete tasks independently with minimal direction
• Strong drive for career growth, professional development and mastering new technologies
• Ability to support and maintain Microsoft Windows 7, 10 and 11
• An interest in problem-solving, with the ability to maintain composure and focus while solving problems

Qualifications: BS in Information and Communication Technology with 4 years of Experience

• Experience using and managing a ticket-based enterprise workflow management system, particularly JIRA and other Atlassian products.
• Experience with troubleshooting network issues in a corporate network environment.
• Experience with the setup and support of printer systems in a corporate environment.
• Experience with supporting AV equipment and events.
• Good knowledge of Apple systems and software.
• Possess working knowledge of imaging/endpoint management tools (DeployStudio, Munki, Puppet).
• Outstanding interpersonal and communication skills.
• Ability to independently manage and prioritize the workload.
• Ability to be empathetic, humble, and possess a strong focus on customer service.

Qualifications: BS in Systems Administration with 5 years of Experience

• Experience with popular web browsers and basic networking concepts
• Experience with A/V and conference equipment
• Technical knowledge of PC and peripheral hardware, Microsoft Windows, and Microsoft Office
• Familiarity with SharePoint, scripting, and some database experience
• Excellent customer service orientation and strong interpersonal and communication skills 
• Good troubleshooting skills are crucial, with the ability to independently resolve technical issues.
• Must be detail-oriented and resourceful in solving issues while also able to follow specific guidelines, all while maintaining security recommendations and best practices.
• Must be able to work under pressure, prioritizing multiple tasks and finishing work within stated time frames.
• Must be able to work both independently as well as part of a team.

Qualifications: BS in Computer Information Systems with 3 years of Experience

• A+, Network+, or equivalent certification
• Experience in a responsible IT position that required system analysis and troubleshooting.
• Experience supporting the Microsoft Office Suite of products.
• Windows, Mac, iOS, Android Operating Systems knowledge
• Familiarity with Okta, Google Workspace Admin, Azure, Intune, and ConnectWise
• Linux OS knowledge and experience
• Extensive knowledge of industry-standard software and peripherals, and a strong working knowledge of PCs, networks, and communications systems.
• Ability to innovate and exercise sound judgment in defining and resolving complex and difficult tasks.
• Ability to convey complex hardware/software issues to non-computer-oriented personnel.
• Ability to obtain and maintain Security clearance, including NACI requiring Citizenship or Permanent Residency.

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

• Experience in IT desktop support experience
• Previous experience working within a Production/Photography studio or similar
• Familiarity with Windows 10, macOS, Active Directory, Office 365, and Cisco VPN.
• Familiarity with ServiceNow
• Standard hardware and software problem-solving and analytical skills.
• Strong written and verbal communication skills, and a comfort level assisting individuals across all levels
• Excellent hands-on and virtual customer support skills
• Attention to detail and ability to execute through to completion.
• Ability to work in a high-volume, fast-paced, dynamic environment
• Ability to quickly get up to speed and master new applications and software
• Enthusiastic, proactive, and positive attitude.
• Ability to work independently and in a fast-paced environment

Qualifications: BS in Applied Computing with 3 years of Experience

• Experience in end-user support or a related discipline
• Microsoft O365 Certification
• Experience with Windows OS/Apple MacOS family at the level of an advanced user (cmd, driver, and software installation)
• Hands-on experience with the Office 365 administration console with command line experience (PowerShell)
• In-depth knowledge of information systems networks, and the ability to identify, apply, and implement best practices
• Understanding of key business processes and competitive strategies related to the IT function
• Strong interpersonal foundation, collaborative spirit, and ability to work autonomously
• Ability to implement complex problems by applying best practices
• Ability to provide direction and mentor less experienced teammates
• Ability to interpret and convey complex, difficult, or sensitive information
• Ability to research and make recommendations given a set of technical and non-technical requirements
• Be able to tailor the communication to the audience

Qualifications: BS in Digital Technology and Culture with 6 years of Experience

• Experience supporting office moves
• Experience supporting various AV setups, i.e., Live Town Halls, conference room setups, etc.
• IT experience with demonstrated technical skills and troubleshooting in macOS and Windows 10, printers, and software applications
• Knowledge of Okta, Google Workspace, Jamf Pro, Zoom.us, VoIP phone systems, and basic Bash scripting
• Knowledge of best practices around data security
• Customer Service focused with strong verbal and written communication skills
• Strong interpersonal skills and good judgment with the ability to work alone or as part of a team
• Intermediate to advanced level skills in the Microsoft Office software suite, including Word, Excel, Outlook, and PowerPoint
• Be able to design, lead, and execute project plans approved by the Infrastructure Manager
• Capable of assembling and coordinating a small team to execute short-term goals and operations
• Be able to interpret customer needs and translate them into technical deliverables
• Ability to communicate effectively with all levels of employees and outside contacts.

Qualifications: BS in Telecommunications with 5 years of Experience

• Possess A+, N+ Certification
• Experience with Mac OSX
• Experience working in the financial services industry
• Experience supporting non-technical staff with technical issues
• Ability to balance and prioritize multiple concurrent assignments
• Excellent communication skills, including written and verbal
• Ability to present ideas clearly and concisely
• Computer proficiency in Microsoft Office products, including Word, Excel, PowerPoint, and Microsoft Teams
• Available to work a flexible schedule, including holidays, nights, weekends, all arena events, and home games
• Ability to work on multiple concurrent issues using a ticket management system
• Confidence in diagnosing basic PC hardware and software (MS Windows/MAC) issues

Qualifications: BS in Technology Management with 3 years of Experience

• Experience and expertise with online video conferencing platforms such as Zoom, Bizaboo, and others
• Experience with live streaming tools such as OBS and platforms such as YouTube
• Experience with video editing
• Basic knowledge of IT Networking, Microsoft, and Windows applications
• Proficient in the setup and operation of live and studio audio/video/lighting/projection/imaging equipment for events, such as live audio mixing/EQ, video signal processing and distribution, etc.
• Be able to creatively and effectively communicate with those who may not speak a common language
• Basic PC troubleshooting skills to diagnose and resolve basic PC issues
• Ability to work on, around, and under furniture within the office
• Ability to work in a team environment, manage multiple clients, and provide consultative skills throughout the process.
• Fluent communication skills in English (written/spoken)

Qualifications: BS in Information Science and Technology with 5 years of Experience

• Experience sourcing and recommending vendors, managed service providers, technical solutions, and software systems
• Experience collaborating with cross-functional teams
• Experience with Fresh Service, Box, PCs, and Macs.
• Excellent customer service skills, including patience and concern for internal client issues
• Excellent analytical skills to diagnose and resolve a wide variety of hardware and software issues.
• Excellent communication and good presentation skills
• Good English language skills, both written and spoken
• Skilled in priority and time management, able to deliver solutions with minimal supervision
• Ability to interact with different countries and cultures

Qualifications: BS in Computer Networking with 4 years of Experience

• Advanced experience with Citrix, SAN storage systems, and VMware (vCenter)
• Progressive experience in the field of Information Processing in Information Processing and involving a range of hardware/software solutions, hands-on experience in installing, diagnosing problems, and training customers in the use of software and hardware.
• Deep hands-on technical expertise in a variety of technologies, including Windows OS and other platforms (ie, Linux, Mac, etc.)
• Advanced knowledge of Microsoft Operating Systems and products that include Microsoft Windows 7 and 8, Windows Servers, Microsoft Office, SharePoint 2013, and Microsoft Lync 2013.
• Exceptional customer service skills.
• Experience with IT Security technologies, e.g, Trend Micro Office Scan, Trend Micro Encryption, 2FA (Duo, MS Auth, FortiTokens)
• Ability to analyze, troubleshoot, and resolve complex system hardware, software, or networking-related problems.
• Ability to plan and coordinate the deployment of new technology and resolve technical problems individually and as a senior project participant.
• Ability to communicate effectively, both orally and in writing, and to translate technical terminology into terms understandable to non-technical employees.
• Ability to handle multiple competing priorities in a fast-paced environment

Qualifications: BS in IT Project Management with 7 years of Experience

• Experience as an IT support specialist
• Experience in documenting processes and monitoring performance metrics
• Experience in desktop support or other related experience
• In-depth knowledge of computer hardware, software, and networks
• Advanced knowledge of database maintenance and system security
• Exceptional ability to provide technical support and resolve queries
• Ability to determine IT needs and train end-users
• Ability to keep up with technical innovation and trends in IT support
• Strong familiarity with Active Directory
• Ability to write reports, business correspondence, user instructions, and procedure manuals

Qualifications: BS in Information Assurance with 5 years of Experience

• Basic network understanding and troubleshooting experience
• Familiarity with MDMs like AirWatch and/or Intune
• Knowledgeable with Cisco networking hardware and equipment
• Experience with Windows, Mac, Unix/Linux, Networking, Scripting/Automation, Application troubleshooting, and backup.
• Strong working knowledge of common applications, including email (Gmail), GSuite, desktop publishing (Microsoft Office), web browsers (Safari, Chrome, etc.)
• Excellent customer service, organizational, prioritization, multitasking, and communication.
• Strong skills with desktop support-related tasks (hands-on troubleshooting of hardware)
• Systematic problem-solving approach with the ability to adjust quickly to changing priorities and make progress in areas where high ambiguity and uncertainty exist.
• Ability to follow written and verbal instructions, willingness to learn new procedures and tasks
• Ability to work independently as a senior lead on a diverse range of tasks or operational solutions support, assignments.
• Ability to monitor, coach, and educate a small team.
• Willingness to work effectively as a team, helping others to resolve critical service issues

Qualifications: BS in Organizational Technology with 6 years of Experience

• Experience working within IT, and/or the ability to pass a technical case
• Experience from both IT management and IT operations
• Experience from working in a fast-paced environment.
• IT security and strategy knowledge
• Excellent English, both written and oral skills.
• Service-minded and pedagogical with an eye for details.
• Highly organized and result-driven.
• Good communication skills
• Ability to work in a high-profile and high-pressure international environment

Qualifications: BS in Computer Systems Technology with 4 years of Experience

• Software development experience
• Experience with AWS
• Experience with high-volume message processing
• Experience with Java tech stack
• Familiar with databases and query language, including SQL, Lucene, etc.
• Ability to communicate effectively
• Ability to balance and prioritize incoming requests
• Ability to translate complex concepts into simpler explanations
• Great investigative skills, being able to trace problems from symptoms to cause
• Thrives in a fast-paced work environment

Qualifications: BS in Media and Information with 5 years of Experience

• Experience working in a help desk environment.
• Experience with ECM Systems (SharePoint, Documentum)
• Working knowledge of office automation products, databases, and remote control
• Good understanding of computer systems, common operating systems (Windows, Unix), networking, TCP/IP, HTTP protocols, and services
• Basic scripting and programming experience
• Problem-solving attitude and efficient task management skills
• Good communication skills and the capacity to work as a true standout colleague
• Basic experience in Windows OS and MS Office
• Excellent English written and verbal communication skills
• Ability to troubleshoot and fix complex issues

Qualifications: BS in Cloud Computing with 3 years of Experience

• Experience with Active Directory, VPN, Exchange, Microsoft Outlook, Microsoft Office Suite, Windows operating systems, and Windows desktop support.
• Knowledge of security concepts and industry standard methodologies, Linux and Mac OS experience
• Familiar with the concepts behind a distributed build system
• Familiarity with enterprise storage technologies (SAN, NAS, iSCSI), NetApp, EMC, HDS
• Ability to identify and resolve problems promptly, capture and analyze information thoughtfully.
• Strong communication skills, in-person, email, and phone, are imperative
• Strong in client hardware and software, strong email/messaging troubleshooting experience, mid to advanced-level understanding of Windows OS.
• Skills in Microsoft Office Suite and other production software packages (Adobe, Maya, Zbrush, Visual Studio, etc.).
• Ability to communicate in English, both verbally and in writing.
• An open mind to understand and communicate system concepts to end users and technical teams.

Qualifications: BS in Interdisciplinary Studies with 6 years of Experience

• Experience in the field working as an IT Support Specialist or in a related area.
• Familiar with a variety of the field’s concepts, practices, and procedures.
• Strong interest and relevant experience in providing IT support in an office and warehouse environment
• Technical knowledge for MacOS, ChromeOS, and IT Hardware, such as a Barcode scanner
• Excellent technical knowledge of PC’s and desktop hardware.
• Be able to operate effectively in a team environment with both technical and nontechnical team members
• Self-confidence in the analytical and problem-solving skills + good communication (both verbal and written) skills
• Planning, organizing, and good administrative management skills
• Excellent interpersonal and communication skills.
• Fluency in Japanese and great English skills.

Qualifications: BS in Web and Mobile Computing with 4 years of Experience

• Experience in working with Windows, Linux (Ubuntu).
• Experience of work with terminals.
• Experience in working with audio and video equipment.
• Experience of work with Atlassian products (Jira, Confluence).
• Experience of work with macOS 
• Basic understanding of network technologies.
• Ability to diagnose issues by screenshots.
• Strong communication and multi-tasking skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Motivated to pursue technical certifications and further education
• Highly self-motivated and directed in a fast-paced team environment

Qualifications: BS in IT Infrastructure with 3 years of Experience

• Work experience in help desk activities using a help desk software application
• Experience and customer service experience.
• Knowledge of TCP/IP, switching, routing, VPN, NAT, proxies, etc.
• Knowledge of the email system fundamentals.
• Understanding of network concepts (TCP/IP, MS/NT)
• Familiar with the internet and WEB browser concepts
• Knowledge of Outlook, MS Office, and Active Directory
• Sharp attention to detail with proven analytical and problem-solving abilities.
• Effective time management in working on internal tasks as well as with external vendors
• Be self-motivated and have the ability to work on their own as well as part of a team
• Ability to work in multiple systems concurrently while providing support services

Qualifications: BS in Human-Centered Computing with 4 years of Experience

• Apple Certified Mac Technician (ACMT)
• Significant experience in a technical support role performing installation, repair, and preventative maintenance of infrastructure technology, or equivalent combination of education and work experience
• Extensive experience related to problem resolution
• Experience in training, mentoring, or supervising junior staff members
• Previous experience with Salesforce, but this can be substituted with experience in any CRM or relational database.
• Experience leading hands-on training sessions and creating training materials.
• Demonstrated knowledge about mobile devices, telephony, laptops, workstations, desktops, virtual and physical environments, and other workplace technology
• Ability to analyze existing operations to improve and grow the Client Technologies operating environment
• Ability to grasp new technology and assimilate into an existing environment
• Ability to handle multiple priorities in a fast-paced environment
• Be a self-starter who can identify and prioritize urgent fixes while keeping an eye on the important work.

Qualifications: BS in Enterprise Computing with 7 years of Experience