IT Support Engineer

Job Description: Job Title: Executive IT Support Engineer

Location: NYC, NY - Onsite from day1

Purpose Of Role

This role is responsible for the day-to-day governance of an area of support in Americas supporting over 500 users across spread across Canada, USA & LATAM region. The candidate needs to have a balance between hands on involvement in the BAU support, project management & vendor relations. The candidate will be liaising with multiple management teams representing IT and gathering business requirements for either infrastructure transactional requirements or projects and support business needs. The candidate will also interact daily with the India, USA and other European IT support teams.

Key Accountabilities

This position is responsible for governance, implementation and support of IT related activities in the company. Responsibilities include:

• Office based users and related Technology needs, inclusive of Smartphones & Video Conferencing Support.
• Troubleshoot basic configuration & relevant applications on Windows Laptops & Apple devices.
• Understanding of Servers, networks & other back- office hardware and software’s.
• Co-ordinate with vendors and ensure SLA’s are adhered to.
• Project management a per business needs, support and infrastructure related projects.
• Acts as Primary contact for the whole of Americas Region.
• Coordinate with global IT teams on requests on daily basis.
• Advise and bring in ideas for improvements & analysis for multiuser rollouts of global and
• regional software applications including hardware.
• Maintain IT Knowledge base as per required protocols to overcome known issues.
• Administration of assets (HW & SW).
• Providing IT Services & Support for attendees in office or offsite events.
  
  

Requirements

Education:

University degree OR Equivalent Diploma in Information technology Work Experience:

• Soundtrack record in with a minimum of 8 years hands on experience in the day-to-day management of all operational aspects in/of a small to medium size IT team, for the support of computer hardware, operating systems, basic networks, servers, Mobile/telephony helpdesk.
• Exposure to understanding of both outsourced solutions and in house systems a definite advantage.
• Practical experience in managing/ working in concurrent IT Tasks and projects.
• Practical experience in working in day to day operations of an IT helpdesk and remote support teams.
• Proficient in handling CxO users / VIP’s and VVIP user’s .
• Experience in coordination with people both with in IT Teams & 3rd Party contractors.
• Strong business acumen on proposals for improvements.
• Should be a Problem Solver with limited hand holding.
  
  

Special Skills

• Working knowledge of Microsoft Systems, JAMF, VMware Airwatch, Service now, remote support tools and other IT systems.
• Experience in coordinating with 3rd party providers and ensures end to end ownership until completion.
• Translating business requirements into both software and infrastructure requirements viz a viz involve required individuals to bring in IT solutions and implement as per guidelines.
  
  

The Candidate Should Also Have

 Strong organizational skills,

 Analytic skills,

 Problem solving skills,

 Understanding of different network components (LAN, WAN, Firewall, Router, Switch, MPLS),

 Good understanding of 3-tier architectures,

 Understands Internet, Intranet, Extranet and client/server architectures,

 Knowledge of MS Windows based system architecture (Windows, Office, etc.)

 Experience with troubleshoot of Smartphones Android & iOS Devices.

 MAC Knowledge is mandatory.

 Hands on experience of MDM tools.

• The candidate must be a self-starter and be able to work alone or as a part of a team.
• Team Orientation: Works cooperatively with others, Encourages participation. Values the contribution of all team members.
• Results Orientation: Fosters a sense of urgency, identifies and overcomes obstacles.
• Balances the big picture with day-to-day activities/issues for their technology. Persistent in the pursuit of results.
• Service Orientation: Ensure a consistent level of support is provided to all VIP Users and Office based employees.
• Create / document & propose processes and procedures. Maintaining SLA’s and other agreements.
• Communication: Creates an environment that fosters open, frank communication. Clearly expresses oneself orally and in writing. Listens carefully, solicits other opinions. Creates new channels of communication between IT and other business functions.
  
  

Required Knowledge

• Project management.
• Business analysis.
• Strong understanding of all aspects of IT infrastructure i.e. Back office, front office, etc.
• Operational understanding of IT helpdesks and remote support.
• Diploma/ Degree in Technology field is desirable.
• Certification of ITIL principles, Microsoft, VMWare, JAMF would be an advantage.
  
  

Interpersonal Specifications

• Technically strong, understanding of and ability to coordinate multiple projects and
• implementations simultaneously.
• Consultative interactions with people.
• Understanding business needs and manage effectively to meet the business requirements.
• Good listener, able to assist the business in the best way possible
  
  

Working Conditions

• 8AM - 5PM (might have to do overtime or maintain shifts depending on business requirements)
• Might have to work on holidays depending on business requirement with sufficient notice.
• Might have to travel as per business requirements.