The IT support technician is responsible for providing technical assistance to users and resolving problems related to computer systems and software. Responsibilities include hardware and software troubleshooting, operating system management, network configuration, ticket management, accurate documentation of interventions and resolution of connectivity problems.
The incumbent must demonstrate excellent communication skills to explain technical solutions in an understandable way to non-technical users. Collaboration with other team members is essential, as is maintaining a high level of customer service to ensure a positive user experience.
REQUIRED TRAINING, EXPERIENCE AND SKILLS:
Training and Experience: 2-3 years' experience in technical support.
Technical skills
Microsoft Windows workstation and server
Cloud Services (Microsoft Azure) - IAAS, PAAS
Virtual environments (VMWare)
On Prem Active Directory and Azure AD
Office 365
DNS, DHCP, Group Policy, Conditional Access, MFA
One Drive / SharePoint / Cloud Storage
Microsoft Office Suite
Application Deployment
Knowledge of 3-2-1 backup strategy
Soft skills
Ability to explain technical concepts in a way that facilitates understanding by non-technical people
Problem solving skills
Excellent analytical skills
Customer focus and active listening skills to fully understand needs
Camaraderie
Autonomy
Adaptability and reliability
Other
Willingness to deal with emergencies, including occasional on-site duties outside regular working hours.
SPECIFIC RESPONSIBILITIES
Support, install, and maintain user's computers, network, peripherals, telephony, videoconference equipment, etc.
Work within the company ticketing system and stay within Service Level Agreements for all ticketed requests.
Proactive maintenance of all IT equipment and software on site.
* Support for all User workstations and laptops - image new machines.
*Ensure proper monitoring and maintenance of all equipment including but not limited to the following: security and software updates, firmware updates, hardware replacement, UPS maintenance, backups for all critical equipment and applications.
Act as a local resource for the Engineering team providing hands-on intervention as needed.
Be prepared to respond to security incidents immediately as needed.
Provide communications with local users as requested by IT Management and Engineering
Actively participate in user on/off boarding.
Ensure all local resources meet a 90%+ for security updates, both Microsoft and 3rd party each month.
Be familiar with all company applications and consoles.