IT Support Technician

CYNET SYSTEMS INC.
Riverview, United States of America
2 days ago

Role details

Contract type
Permanent contract
Employment type
Full-time (> 32 hours)
Working hours
Regular working hours
Languages
English
Experience level
Junior
Compensation
$ 67K

Job location

Riverview, United States of America

Tech stack

Computer Security
Knowledge Management
Microsoft Office
Peripherals
Laptops
ServiceNow

Job description

  • Provide support to the end-user community as per agreed processes and support levels.
  • Manage activities related to new hire support from IT hardware perspective.
  • Retrieve devices from terminated users.
  • Provide peripheral support like issuances of mouse, keyboard, docking station, etc.
  • Perform incident resolutions and request fulfilment and support end users on a variety of issues.
  • Follow-up of end-user hardware request process and order handling of hardware including coordinating delivery and collection.
  • Work within the guidelines and routines defined for the product or assignment.
  • Work to ensure relevant KPI/PI's goals for the team they are working with are met for the product or assignment.
  • Provide the end user the support that is agreed upon.
  • Provide information to end users in the event of operational disturbances.
  • Act as action owner of the cases or orders they are assigned to.
  • Determine and assign correct priority on created or received cases and act according to given instructions.
  • Escalate cases to other support functions when necessary.
  • Contribute to the identification and escalation of problems in supported services and solutions.
  • Contribute to knowledge management and the documentation of errors and known workarounds.
  • Follow the requirements concerning Information Security described in client Policy.
  • Utilize and contribute to the Knowledge Management System.
  • Support 2nd and 3rd line teams with problem identification and resolution as required.
  • Act as dispatcher of incoming tasks.
  • Ensure correct use of applicable security policies and raise security issues where discovered.
  • Drive the identification and escalation of problems in supported services and solutions.
  • Drive knowledge management and the documentation of errors and known workarounds.
  • Contribute to discussions on methods to improve team efficiency and delivery quality.
  • Participate in development of new operation techniques and contribute to designing solutions in support.
  • Coordinate and secure specialized training for specific support tasks requiring unique knowledge.
  • Collect measurement data (resolution time, work effort, and others) as assigned by management.

Requirements

  • 1+ years of experience in IT support.
  • Experience with Microsoft Windows 11, MS Office products (2016 and later), laptops, printers, and peripherals.
  • Familiarity with working concepts of Fulfilment Centres.
  • Experience in ticketing tool, preferably ServiceNow.
  • Experience in Imaging and familiarity with tools like Pixie boot., * Excellent customer service skills.
  • Completes assignments with/without direct supervision and is a good team player.
  • Disciplined, punctual, and a team player.
  • Experience in using manual and semi-automatic jacks.
  • Due to nature of job, The candidate must have ability for lifting and moving boxes (not over 50 pounds).
  • Maintain workplace hygiene.

Apply for this position