What to Expect
What You'll Do
- Supports Windows and MAC. Diagnoses and troubleshoots computer and general network issues
- Provide timely resolution of end user problems as per SLA
- Provide support for field personnel remote communications and connectivity
- Basic administration of phone systems
- Exercise independent judgment consistent with department guidelines\standards
- Organize and prioritize workflow and to meet established timeframes
- Maintain updated knowledge of policies, procedures, products and activities of the assigned area
- Participate in on call activities and follow escalation processes
- Provide on call rostered support coverage as required (including occasional weekends)
What You'll Bring
- Ability to troubleshoot and resolve issues with PCs, Powerful Workstations, Laptop hardware and software both onsite and remotely
- Knowledge of Windows and OS X environments and computer hardware and software at an intermediate or advanced level
- Experience in provisioning & support with Avaya VOIP hardware/software or an equivalent VOIP ecosystem
- Must have experience working with ticket-based systems for registering incidents and requests
- Knowledge of IP networks, DNS, DHCP and experience with troubleshooting most aspects of wired and wireless configurations
- Experience with MS SCCM/Jamf or equivalent computer imaging
- Experienced in remote customer support including wireless LAN access, VPN, DSL, and Cable services
- Experience in Backups, Active Directory, O365, and Windows server environment
- Prior experience with Powerautomate highly valued in this role
- General knowledge of AV system support including, operation, installation, and configuration of projectors, amplifiers, AV matrix routers, control systems and touch panels
- Excellent oral and written communication skills and able to communicate, read, and write effectively in the English language on all levels
- Excellent customer service skills, solid attention to details with excellent follow up
- General understanding of server computing, networking, phone setup
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