Role

• Manage workflow by inputting accurate problem description and resolution data in incident management system for all calls received.
• Field escalated tickets from phone support Level 1 team.
• Visit user offices to troubleshoot issues directly as required.
• Manage mobile phone and MiFi issues and administration as needed.
• Strong technical writing skills and experience with drafting documentation SOP and scripts.
• Coverage of other shifts required (overtime and/or shift change) including overnight and/or weekends.
• Daily overtime may be required.
• Excellent communication (verbal and written) and customer service skills.
• Extensive knowledge of the Windows OS 10/11 system and Microsoft Office O365.
• Experience with document management systems (preferably NetDocs).
• Troubleshooting remote access problems (RSA Administration, VPN, Citrix).
• Experience with Active Directory Administration and Entra Administration.
• Mobile device support (Firm iPhones, BlackBerry Work for Enterprise, InTune)
• Troubleshoot basic networking issues, knowledge of IP, basic server administration.
• Troubleshoot basic hardware and cabling issues.
• Ability to handle a high pressure environment.
• Ability to prioritize urgent requests and multitask.