Associate Senior Technical Support Analyst

Summary

Description

Summary of This Role

What Part Will You Play?

• Prepares desktops and laptops by imaging devices in preparation for deployment and testing them for proper operation. Occasionally maintains an image for hardware setup. Ensures Thin Client and Virtual Desktop Infrastructure (VDI) devices interconnect seamlessly with file servers, mail servers, etc. Sets up and configures appropriate hardware and software for new team members as secondary analyst. Performs routine maintenance (e.g. patch application, disk maintenance, array controllers) on the Global Payments International Segment Local Area Network (LAN) Server estate.
• Maintains the functionality and efficiency of computer and user objects in active directory while maintaining correct Organizational Units (OU). Unlocks team member accounts, when necessary.
• Builds and configures infrastructure underpinning LAN services.
• Responds to moderately complex technical issues surrounding server/desktop/laptop hardware (e.g. preliminary troubleshoot equipment to resolve issue, replacement of peripheral equipment where issue cannot be resolved), Microsoft Operating Systems, and/or installed software (e.g. basic software corruption), and follows through to appropriate resolution, while consideration is given to creating repeatable process and eliminating recurring problems. Begins to service issues related to Mobile Device Management (MDM) platform and the MAC operating system. Delivers replacement equipment, as needed. Provides set up, deployment, and issue resolution of MDM platform devices (e.g. iPhone, iPad).
• Prepares information and reports on LAN capacity and performance.
• Assists with adherence to technology policies and compliance with all security controls.
• Ensures that allocated work queues are monitored and actioned in an appropriate timescale while assigning tickets accordingly with appropriate prioritization and personally responding to the higher priority issues.
  

What Are We Looking For in This Role?

Minimum Qualifications

• Bachelor's Degree Relevant Experience or Degree in: Computer Science, Management Information Systems preferred; other degrees considered
• Typically Minimum 2 Years Relevant Exp
• Experience in an IT Server, Network, and/or PC Support environment, or experience in an IT customer support environment will be considered
  

Preferred Qualifications

• None Identified
  

What Are Our Desired Skills and Capabilities?

• Skills / Knowledge - Developing professional expertise, applies company policies and procedures to resolve a variety of issues.
• Job Complexity - Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Builds productive internal/external working relationships.
• Supervision - Normally receives general instructions on routine work, detailed instructions on new projects or assignments.
• Client facing communication skills - Builds positive customer relationships, and works with clients to understand and respond to issues
• Problem resolution skills - Investigates and provides solutions to issues, incidents, and problems
• Organization - Prioritizes work according to business need, with minimal support