IT Support Technician

CYNET SYSTEMS INC.

Riverview, FL, United States

about 2 months ago

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience required

1 year minimum

Compensation

$47,840.0 - $66,560.0

Working hours

Regular working hours

Job source

careerjet.com

Tech stack

Cyber 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.