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IT Field Technician (INTL)

This is a contract role for 11 months.

Responsibilities

  • Act as the primary contact for internal IT support requests.
  • Provides hardware / software support and technical education to end users on computer, mobile devices and printers.
  • Troubleshoots Mac, Windows and Linux software and hardware for end users through walk-ups, chat and video conference.
  • Troubleshoots iPhone and Android mobile phones, iPads, Mifi’s and other IT related hardware in-office, such as printers.
  • Sets up mobile phone, MDM, email, VPN, and internet access for users via secure company network.
  • Triage, assign, resolve, or escalate all incoming tasks.
  • General Network troubleshooting for network connectivity issues, including digital authentication, remote access, secure Wi-Fi and wired connectivity to the internal network.
  • Acts as local smart hands service for vertical Enterprise Operations teams.
  • Procures, provisions and deploys equipment for end users
  • Oversees the replenishment and allocation of inventory to their appropriate locations.
  • Onboarding administration.
    • Prepares new hire hardware for deployment.
    • Educates new hires on new software and technology related procedures to secure a swift onboarding process.
  • Performs set-ups, break-downs, and transports of equipment, such as monitors on an as-needed basis for new and existing end users.
  • Break/fix resolution for AV software and hardware
  • Responsible for solving issues, driving enhancements, and improving support for all IT related functions on a day to day basis.
  • Contact and collaborate with software and hardware vendors to solve technical issues as needed.
  • This role may involve travel, domestic and regionally (Europe)

 

Qualifications

  • A deep understanding of root-cause analysis.
  • Strong understanding of Mac OS architecture.
    • Ability to perform command line troubleshooting to resolve individual application failures.
    • Mac OS X system administration and applications, including OS configuration, troubleshooting, and knowledge of applications including MS Office for Mac.
  • Strong knowledge of Windows. Linux knowledge is a plus.
    • Resolve issues ranging from resolving registry conflicts to troubleshooting system crashes and performance issues.
    • Troubleshooting and application support, including MS Office.
  • Working knowledge in the following technologies:
    • Active Directory and basic AD administration
    • Cloud storage services
    • Basic terminal command knowledge
    • Communications and video conferencing tools, including BlueJeans
  • Basic network understanding including TCP/IP, UDP, IP schemas, LAN/WAN design and administration, and wireless networking is desirable.
  • Experience troubleshooting for Mac and Windows as related to video conferencing

 

Skills

  • Ability to deliver outstanding customer service and provide simplified explanations of complex technical issues.
  • Ability to apply critical thinking to complex user requests and provide as much context and information as possible in order to deliver the best possible solution.
  • Excellent interpersonal communication skills, including the ability to support others in a team environment while also serving as a single point of tech support
  • Ability to work with limited supervision and stay focused while performing repetitive tasks
  • Ability to quickly adapt to changing needs, infrastructure, and evolving business processes.
  • Self-motivated and detail oriented
  • Ability to work with multi-functional teams and external vendors.
  • Strong documentation and communication skills
  • Strong time management and prioritisation skills
  • Ability to follow through and execute on assigned tasks
  • Ability to identify and report trends
  • Fluent in the native language of the country of employment
  • Fluent or strong english skills, verbally and in writing.

 

 

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