IT Technical Support

Description

The company builds software used by thousands of businesses worldwide for customer experience, financial crime prevention and public safety.

The role sits in IT and supports both local and remote staff and contractors, with a team spread across several regions.

The team is looking for someone with a balance of technical and customer service skills who enjoys technology and helping people.

Responsibilities

• Give day-to-day technical support to staff on network infrastructure and internal systems, hardware and software, through tickets, email, instant message or phone.
• Install, support and upgrade computers, software, peripherals and related systems that serve corporate IT and office facilities.
• Follow up on open requests and make sure they are resolved on time.
• Manage the SNOW support queue and take on the more complex escalated tickets.
• Take part in knowledge transfer and maintain the internal knowledge base.
• Support large meetings, such as all hands and town halls, and other events.
• Look for ways to streamline and automate processes, using data to improve team performance.
• Help monitor internal assets and keep inventory records accurate.
• Help develop and deliver IT and infrastructure projects.
• Help process purchase orders, working with procurement and accounting on POs, shipping and invoices.
• Manage user access accounts and set up hardware as part of onboarding and offboarding.
• Support office facilities, including the building, telephony, network, ISP relationships and audio and video equipment in conference rooms.
• Complete assigned tasks on internal projects as they come up.
• Take on other duties as needed.

Requirements

• Either a bachelor's degree in computer science, or an associate degree plus two years of tech support experience, or three-plus years of tech support experience as an IT Support Engineer.
• Communicate effectively in English.
• Have hands-on experience with desktop support on Windows, Mac and Linux.
• Have experience administering Windows servers, both virtual and physical, in cloud and on-premises environments.
• Support computer hardware and software, iOS and Android devices, and peripherals such as printers, monitors, docking stations, cameras, scanners and multifunction devices.
• Have experience managing Microsoft Active Directory, including user, computer and service accounts.
• Manage and maintain Microsoft O365 enterprise accounts.
• Learn new tools and processes quickly.
• Pay close attention to detail and stay well organised.
• Explain technical information clearly to both technical and non-technical people.
• Work with little supervision, use your initiative, bring a strong customer service attitude and work well in a team.
• Have a basic understanding of corporate IT solutions and infrastructure.
• Support a range of operating systems, including Windows, macOS and several Linux distributions (Debian/Ubuntu, RedHat/CentOS), and possibly others.
• Have some exposure to cloud platforms (AWS, Azure and/or GCP).
• Have some exposure to authentication services, such as Active Directory.
• CompTIA A+, Net+, Security+ or an equivalent certification.
• Additional technical certifications are welcome.

Conditions

Occasional travel and after-hours work may be required.

The company is an equal opportunity employer.