Sr Support Technician

We are hiring for a Sr Support Technician for a security services company. If you are ready to create an impact in a collaborative and fast-paced environment, this could be a great opportunity for you!

STAND 8 provides end to end IT solutions to enterprise partners across the United States and with offices in New Jersey, LA, Atlanta, New York, Mexico and more.

We are 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.

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.

2 minimum Qualifications at Entry

• 10 to 12 years of experience in IT support and troubleshooting
• Strong knowledge of hardware, software, and networking technologies
• Strong experience with Windows OS, Office365, ...
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills
• Strong 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

• 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. Working Conditions and Physical/Mental Demands With or without reasonable accommodation, requires the physical and mental capacity to perform effectively all essential functions. In addition to other demands, the demands of the job include:
• Maintaining composure in dealing with executives, clients, prospects, and staff, in group settings and in situations requiring high performance and results.
• Must undergo and meet company standards for background and reference checks, controlled substance testing, and behavioral selection survey.
• Handling and being exposed to sensitive and confidential information.
• Required ability to handle multiple tasks concurrently.
• Occasional local and regional/national travel for presentations, meetings, and visits.
• Occasional lifting and/or moving up to 10 pounds.

The US base salary range for this full-time position is $80,000. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.