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- Provide second-level problem resolution for all users with hardware, software, telephone, mobility, and application problems
- Successfully resolves technical issues (hardware, software and knowledge gaps)
- Performs diagnostics and Root Cause Analysis finding faults/errors in escalations for permanent resolution
- Proactively assists the IT Director to avoid or reduce reoccurring issues
- Perform troubleshooting of network connectivity issues including TCP/IP, routing, DHCP and DNS
- Provide exceptional customer service through courteous, prompt and accurate communication
- Assists with onboarding, off-boarding activities and maintenance of business
- Works with team members as required to ensure current SLA demands are met
- Write and document technical solutions
- Provide mobile device support as necessary
- Participate in the efforts for continuous cycle of improvement by making suggestions for process improvements, identifying duplicate work processes, and suggest the elimination of unnecessary tasks
- Detail oriented with the ability to work independently; self-starter
- Strong knowledge of common desktop applications such as MS Office Suite, Adobe products and Windows
- Thorough understanding of the Office 365 suite and Azure AD management tools preferred. Multi-Factor Authentication experience preferred
- Solid understanding of backup solutions for file restores and monitoring; Unitrends, Datto or Veeam preferred
- Solid understanding of Active Directory, DHCP, DNS, Print Services, File Services, GPOs and other common Windows Server roles
- Experience supporting Hyper-V; Single host and clusters
- VPN support experience preferred; Firewall through end user software
- Wireless systems troubleshooting, support and installation experience preferred
- Experience working with PC Imaging technologies i.e. Windows Deployment Server