Desktop Support Technician - Global Provider of Multimedia Platform

Experience: 3+ yrs

Shift hours:

Job Purpose:

Primary Responsibilities:

• Provide first and second level application and hardware support to internal users and external clients
• Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Maintain and enhance performance of all new and existing software and applications across the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
• Manage the resolution of a trouble ticket from start to finish. Escalate to third level support as required.
• Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and so on.
• Participate in the development and deployment of desktop management standards.

Knowledge & Experience:

• Knowledge of multiple operating systems, Microsoft Office applications and web browser tools.
• Understanding of LAN & WAN network topologies and practices.
• Familiarity with Macintosh.

• University/college degree or equivalent industry training in a related area.
• Hands-on system administration experience in an enterprise environment.

Personal Attributes:

• Strong customer service orientation.
• Experience working in a team-oriented, collaborative environment
• Highly self-motivated and directed.
• Ability to balance and shift priorities and deadlines in a fast-paced, demanding environment.
• Strong written and oral communication skills.
• Strong interpersonal skills.
• Ability to present ideas in user-friendly language.

Work Environment:

• Participate in on-call/standby rotation as required.
• Carry a company mobile phone as required.