Desktop Support Technician

Key Role Responsibilities

This position is responsible for providing IT desktop support to all U.S. ECOM employees. This position will also work on server patching, planning, and monitoring of key systems.

Global Production support 30%

• Ensures technical coverage for production systems, network, and security.
• Coordinates IT activities with local and global team members.
• Successfully install and upgrade patches for Windows devices both client and server.

Local Market Production support 60%

• Provides primary Level 2 support to local users for standard applications (MS Office 365, File-Print, Internet, etc.) and hardware.
• Implements and ensures compliance with company standards and policies.
• Coordinates the local procurement of hardware if required.
• Responsible for infrastructure processes such as daily backups and restores.

Vendor Management 10%

• Establish contacts with local vendors to provide services.
• Work with vendors to resolve issues and identify technology solutions.

Job Description

• Create and work Help Desk tickets in ServiceNow to final resolution.
• Respond to incoming questions in a timely manner, track 100% of all customer contacts, research questions and issues and resolve each interaction with customer satisfaction.
• Escalate problems to Level-3 support personnel when appropriate via proper escalation procedures as defined in the Help Desk Standard Operating Procedures manual.
• Develop and document new solutions to frequently occurring problems.
• Become well-versed with common problem inquiries and be able to provide timely solutions.
• Coordinate in advance for new software and update releases and rollouts to anticipate customer inquiries.
• Work with ECOM Software Development team when required, monitoring and troubleshooting issues.
• Manage infrastructure end-point security and provide end-user education.
• Provides primary Level 1 to 2 support to local users for standard applications (Microsoft Office365, ERP, File-print, internet, etc.) and infrastructure with emphasis on responsiveness and resolution.
• Maintaining patching and documentation to enable support of these technologies effectively – this requires adequate details and processes to ensure that others can effectively support the business in their absence.
• Completing administration process of all personal changes and access to IT resources (on/off-boarding, moves and changes of staff).
• Implements and enforces global IT standards and policies adoption ensuring technology standards are adhered to and observed. Accountable for 100% compliance with policies.
• Coordinates local outsourcing of services when required, and escalates support to vendor as needed. Evaluate and manage vendor delivery of contracted services.
• Coordinates the local procurement of hardware if required, and works with global support team to define the needs.
• Responsible for US infrastructure disaster recovery processes (daily data backups, data restorations, checking logs..
• Successfully manages inventory, upgrades software and hardware throughout US.
• Draft, propose and maintain business SLA’s & KPI’s. Periodically validate with the business IT performance and identify areas of improvement.
• Maintain local desktop and server hardware, software, and systems support, includes equipment builds, management, and deployment.
• Work on special projects on as needed basis.

Qualifications

• Bachelor’s degree or equivalent work experience.
• Strong time management, and problem solving skills
• Able to excel in idea generation, evaluation, and prioritization, customer and partner engagement, cross-functional technical program management.
• A track record of successful delivery of infrastructure systems as an individual contributor.
• A willingness to dive into technical issues as part of maintaining the skills necessary to manage and advocate products and projects.
• Ability to work with technical and non-technical business owners to get things done.
• Excellent English written and oral communication.
• Experience solving infrastructure problems under aggressive time sensitive conditions.
• This role requires excellent communication skills – the candidate will need to liaise with staff, external parties and support contacts; needs to be confident in dealing with people.
• Ability to travel domestically 10% of time.

Skills and Experience

Required Experience

• 2 years of IT experience focused on infrastructure and system deployments
• 3 years of PC and server support

Preferred Skills:

• Administration of Active Directory Domains
• Experience with ServiceNow
• Administration of Desktop Central
• Mobile device Support and deployment
• Administration of Antivirus products
• Administration on Mobile device manager
• Administration on Windows 10 and Windows 11
• Support, maintenance and implementation of Microsoft O365
• Ability to support access points.