Description

Key Responsibilities
 

• Respond to requests for technical assistance by phone, email, chat.
   
• Manage incidents and problems in the incident management system.
   
• Act as a liaison between users and technical escalation teams.
   
• Follow-up on open incidents and provide status updates.
   
• Escalate problems to appropriate teams when required.
   
• Maintain hygiene in ticket documentation and overall ticket quality.
   
• Identify and learn appropriate software and hardware used by the firm.
   
• Encourage users to use self-help resources and demo common issue solutions.
   
• Troubleshoot technical issues related to desktops, laptops, mobile devices, Cisco Phones.
   
• Configure and troubleshoot virtual computers hosted via ESX servers.
   
• Troubleshoot Microsoft Office applications suite including Teams, O365.
   
• Troubleshoot issues related to VPN, RSA SecurID, corporate applications on mobile devices.
   
• Troubleshoot issues related to Cisco Phones, IP Phones, Jabber, Zoom.
   
• Work extended hours when business needs.
   
• Flexibility to work in rotational shifts and week offs.
   
• Ability to work under high pressure.
   

Requirements

Must-Have Skills
 

• MDM
   
• Mobile Devices
   
• Networking
   
• Active Directory
   
• Cisco
   

Nice-to-Have Skills
 

• RSA
   
• Vendor Management
   
• VPN
   
• Documentation
   
• Incident Management
   
• Microsoft Office
   
• Strong Communication Skills

Key Skills

Education

Any Gradute