Sr. Tech Support

job summary:
ESSENTIAL FUNCTIONS

• The functions listed describe the business purpose of this job or position. Specific duties or tasks may vary and be documented separately. An associate might or might not be required to perform all functions listed. Additional duties may be assigned, and functions may be modified, according to business necessity.
• All assigned duties or tasks are deemed to be part of the essential functions, unless such duties or tasks are unrelated to the functions listed, in which case they are deemed to be other (non-essential) functions.
• Associates are held accountable for successful job performance. Job performance standards may be documented separately, and may include functions, objectives, duties or tasks not specifically listed herein.
• In performing functions, duties or tasks, associates are required to know and follow safe work practices, and to be aware of company policies and procedures related to job safety, including safety rules and regulations. Associates are required to notify superiors upon becoming aware of unsafe working conditions.
• All functions, duties or tasks are to be carried out in an honest, ethical and professional manner, and to be performed in conformance with applicable company policies and procedures. In the event of uncertainty or lack of knowledge of company policies and procedures, associates are required to request clarification or explanations from superiors or authorized company representatives.

• Provide 2nd and 3rd line end user deskside support for SOC office users as well remote support for users (including execs and VIP's) across North America via Service Now as an ITSM ticketing solution.
• Support will include troubleshooting networking, systems and access issues as well as provisioning of new users inclusive of laptop and equipment setup.
• Conduct daily floor walks to ensure proactive checks are carried out on all end points as well as wifi access points with regards to patching, coverage and other system related maintenance.
• Work alongside the networks and other infrastructure teams to monitor and maintain IT systems and networks to ensure optimal performance at all times.
• Administration of our internal Office 365, Azure AD environments as well as other internal applications.
• Automation of Office 365 / Group Policy / AD / SCCM related tasks using PowerShell.
• Escalating IT issues to various internal and external L3 support teams where necessary.
• On-boarding / Off-boarding of new hires and terminations (User Provisioning).
• Procurement of new IT equipment / Supplier negotiations.
• Undertake small to medium sized IT projects such as rollouts and equipment installs.
• Ensure all asset records for equipment and users are maintained.
• Document known issues into our shared knowledgebase.
• Work on-call hours, as and when, required by the business.
• Mentor junior members of the team and help them progress in gaining technical experience.

1 MINIMUM QUALIFICATIONS AT ENTRY

• 10 to 12 years of experience in IT support and troubleshooting
• Great knowledge of hardware, software, and networking technologies
• Great experience with Windows OS, Office365, ...
• analytical and problem-solving skills
• Excellent verbal and written communication skills
• Great customer service skills
• Ability to work independently and as part of a team
• MCSE, CCNA or other relevant certifications are a plus

EDUCATION/EXPERIENCE:

• Bachelor's degree and/or equivalent experience in Information Technology, Computer Science or Business Management

COMPETENCIES: (as demonstrated through experience, training, and/or testing):

• Demonstrated ability to work within clearly defined standards and adhere to quality SLA.
• Ability to work with, mentor and train junior members of the team.
• Willingness to learn and have a can-do attitude.
• Understand ITIL best practice and collaborate with other members of the IT team to resolve issues and improve processes.

 
location: Charlotte, North Carolina
job type: Permanent
salary: $80,000 - 90,000 per year
work hours: 8am to 5pm
education: Bachelors
 
responsibilities:
Our Client is currently seeking a Senior Support Technician who will be accountable for client support requests, PC hardware, and software. Other responsibilities include assisting and sometimes leading project tasks to include monitoring and maintenance of networking equipment, Windows Operating System upgrades, PC imaging, software distribution, and working with business users to optimize technology infrastructure. This is a senior role with a level of autonomy allowing you to shape the future state of IT. This position is onsite and based in the Charlotte, NC.

 
qualifications:

• Experience level: Experienced
• Minimum 10 years of experience
• Education: Bachelors

 
skills:

Active directory (2 years of experience is required)

Desktop Support

Helpdesk

NOC Technician

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).



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