Incident Management: Respond to and resolve escalated IT incidents and service requests in a timely manner.
Troubleshooting: Diagnose and resolve complex technical issues related to hardware, software, and network systems.
System Monitoring: Monitor IT systems and applications to ensure optimal performance and availability.
White Glove Support: Provide personalized, high-touch support to executive users, ensuring their IT needs are met with the highest level of service.
Video Conferencing and Broadcasting: Support and manage video conferencing systems and broadcasting events, ensuring seamless execution and troubleshooting any issues that arise.
User Support: Provide advanced support to end-users, including training and guidance on IT systems and applications.
Infrastructure Management: Lead the installation and dismantling of servers and network equipment, ensuring the availability and reliability of IT infrastructure.
Maintenance: Perform regular system maintenance tasks, including updates, patches, and backups.
Documentation: Maintain accurate records of incidents, changes, and resolutions in the IT service management system.
Collaboration: Work closely with other IT teams and departments to ensure seamless support and knowledge sharing.
Project Management: Manage and execute local IT projects, providing guidance to junior team members.
ITIL and ITSM: Implement and adhere to ITIL and ITSM frameworks for IT service delivery and management.
Ticket Management: Use interaction and incident systems to log, assign, and escalate tickets.
Customer Awareness: Drive customer awareness of existing IT tools and services, ensuring up-to-date and accessible knowledge.
Site Visits: Conduct regular site visits to optimize technology usage and support.
Continuous Improvement: Identify opportunities for process improvements and contribute to the development of best practices.
Requirements
·5+ years of experience in IT End User Field Services or a related role.
·Bachelor’s degree in Management Information Systems, Computer Science, or
a related field.
·In-depth knowledge of IT Service Management (ITIL) processes and ITSM
tools.
Proficiency in ITIL processes and ITSM tools
Expertise in ServiceNow or equivalent tool for incident management, change management, and service request fulfillment.
Advanced knowledge of network devices and equipment.
Proficiency in managing and troubleshooting Windows and macOS environments
Expertise in supporting Microsoft 365 services.
Understanding of cybersecurity principles, including endpoint protection, network security, and best practices for securing IT infrastructure
Experience with server and storage hardware, including basic configuration, maintenance racking and stacking.
Proficiency in Mobile Device Management (MDM) solutions, particularly Microsoft Intune, for managing and securing mobile devices and applications
Experience with setting up, managing, and troubleshooting video conferencing systems, such as Microsoft Teams, Poly and Neat Equipment.
Knowledge of structured cabling systems, including installation and maintenance of Ethernet and fiber optic cabling
