Position Summary

In the role of IT Support Technician I, you will be responsible for monitoring and maintaining the computer systems and networks of the site and providing a helpdesk support role to end users.  In this varied role you will be expected to support a wide range of business desktop applications, maintain network and server operations and enforce Information Security controls.  Additional responsibilities will be to work with the Sr. Systems Engineer for supporting network and server infrastructure in North America.

Working independently and being able to manage your workload is critical to this role.  Good customer service, communications skills and teamwork are essential in order to promote alliances with the business.

Job Duties/Responsibilities

• Partner with local site managers to ensure their IT requirements are fulfilled;
• Keep IT management up to date with site needs;
• Manage user support and incident requests using the company's ServiceDesk application;
• Manage and keep current all back-office systems, including servers, networking gear and server room;
• Responsible for managing all site contracts for local services, including telecom and maintenance/support;
• Install and configure computer hardware operating systems and applications;
• Provide Engineering support with licensing;
• Monitor and maintain computer systems, servers and networks both locally and at remote sites;
• Troubleshoot system and network problems and diagnose and solve hardware or software faults;
• Provide support, including procedural documentation and relevant reports;
• Support the roll-out of new applications;
• Manage telephone system, including feature and extension changes;
• Set up new users' accounts and profiles and resolve password issues;
• Respond within agreed time limits to support/incident requests;
• Work continuously on a task until completion;
• Prioritize and manage many open cases at one time;
• Test and evaluate new technology;
• IT hardware and software asset management
• Be able to back up our Sr. Systems Engineer

Experience Required

• The ideal candidate will possess at least 1 year of IT Experience (Desktop Support, Systems Engineering, Systems Administration)
• Desirable professional qualifications include; Microsoft (MCP, MCSA, MCSE), VMware (VCA, VCP), ITIL
• Demonstrated ability to manage priorities
• Good interpersonal skills and be able to relate to users at all levels in the company
• Ability to work both independently and as part of a global team
• Experience of both 1st and 2nd line support
• Microsoft Windows 11 experience
• Microsoft Windows Server experience
• Active Directory and Group Policy Management
• O365 experience
• Server Virtualization experience - VMware, Veeam
• Backup and Restore procedures
• General networking; DNS/DHCP and TCP/IP
• Experience with HP SimpliVity or similar Hyper-Converged technology Experience with Information Security products and tools; Anti-Virus, Disk Encryption, DLP, Application Control

Work Environment

This position is an on-site role, with 1 flex day per week of remote work.

Travel

Some travel in the US (~10%) based on current projects in the company.

Competencies

Compensation Data

Pay range for this role is $26.50/hour - $31.25/hour.