Infrastructure Technician

Job Title: Technician/Infrastructure Technician

Job Location: Miramar, Florida - On-site (Accepting local candidates only)

Description:

Overview

The Infrastructure Technician is the first point of contact for the business partners of ETP. As such the Infrastructure Technician answers incoming calls, processes emails and web tickets and tracks all information in the ITSM tool. This includes software, hardware, network, telecommunication systems and basic desktop support matters. In the role, our technicians are responsible for determining the issue, escalating as required, working through a remedy, and then resolving the problem (either personally or through the broader ETP team). Individuals in this position may also install software, updates and upgrades on the computers, workstations and network. Technicians have direct access to our business and third-party community and are expected to treat these relationships with quality, care, and empathy that is consistent with the ETP and Client's Values.

Duties and Responsibilities

NSD Technician

• Develop a command of ITIL service management practices and customization made to Client's standards

• Learn and develop expertise in in-scope applications and platforms for areas supported (e.g., functionality, data, reporting, administration, etc.)

• Receive, ticket, and Route end user support issues

• Complete Level I issue resolution for systems and platforms

• Document all end user support outcomes, including resolution and end user notes

• Participate in updating service policies and procedures (where needed)

• Assist with commercial and custom system testing and debugging (new releases, features, etc.)

• Communicate status of issues to Users (verbally or digitally)

EUC Support

• Develop a command of ITIL service management practices and customization made to client standards

• Learn and develop expertise in in-scope applications and

• Provide the first level of support to resolve incidents involving infrastructure and client technology, including but not limited to client hardware/software, printers, and network components

• Support remote users and VPN client connectivity

• Maintain awareness of Client's infrastructure components to ensure the highest level of service and support to the organization

• Support and maintain knowledgebase with current standards and resolution procedures

• Build and deploy client devices related to break/fix, new hire, and lifecycle refresh

Minimum Qualifications

• Min 2 years in Customer Service Environment

• Strong communications skills (written and verbal)

• Demonstrated patience and empathy for user community

• Ability to follow instructions

• Strong networking skills, including an ability to leverage relationships to solve problems

• Strong problem-solving skills

• Strong time management skills (i.e. works efficiently)

• Ability to work within a team environment as well as independently

• Ability to understand Client's application portfolio as well as how the different systems contribute to daily business operations

Preferred Qualifications

• Bachelor’s or Technical Degree Preferred (computer science, information systems, software engineering or other industry related curriculum).

• Experience with ServiceNow or other ITSM support management software

• Experience with Genesys or other ACD Telephony tool

• Experience with Airwatch

Specialized Skills and Technologies

NSD Technician

• A Certification preferred

• Min 1-2 years technical support experience

• Understanding of the IT infrastructure, including (e.g., printers, PC's, software programs)

• Working knowledge of MS Office, Windows, Active Directory, and iOS

• Entry level knowledge of AS400/SAP preferred

EUC Support

• Working knowledge of MS Office, Windows, Active Directory, and iOS

• Experience in supporting end users or Windows desktop and iOS mobile devices

• Microsoft Certified Desktop Support Technician or equivalent preferred

• Ability to successfully troubleshoot LAN/WAN and VPN desktop or mobile device connectivity issues