Role Description

Role Objectives

• Collaborate with other IT or Business teams to review and advise on solutions for infrastructure problems and demands.
• Triage and resolve Level 2 support incidents and requests adhering to defined SLA’s
• Perform root cause analysis on technical issues. Work with the Engineering team to determine permanent solutions to recurring problems where necessary.
• Resolve Morning Checkout issues. Suggest and work on ways to improve the monitoring and reporting of the checks.
• Document resolutions in a Knowledge Base (FAQs, etc.).
• Work within the framework of the existing Service Now platform to receive and update tickets.
• Maintain effective communication within the group and with management.
• Follow established documented processes and procedures, suggest improvements where needed.
• Assist with reporting and resolution of audit requests relating to area of responsibility.
• Be able to work outside of regular working hours on an as needed basis.

Qualifications and Skills

• 5+ years of experience in an infrastructure/end-user support role.
• Microsoft Active Directory (User, group and computer management)
• Microsoft Windows Desktop and Server Operating Systems - Windows registry, Group Policy, File/folder security concepts (NTFS/share permissions, etc.)
• Microsoft Office 365
• Citrix Workspace/Xen Desktop knowledge
• VMware v Sphere
• Core networking concepts (DNS, DHCP, etc.)
• Excellent customer service skills.
• Excellent verbal and written communication skills.
• High sense of urgency
• Able to follow directions, priorities, and guidance from management.
• Ability to multi-task and work on several projects at the same time.
• Strong ability to deliver on time.
• Ability to document process, requirements, and create test plans.
• Strong ability to translate business requirements into technical solutions.
• Strong team player.

Additional Requirements