Job
Description
Responsibilities: Serve as the first point of contact for employees/clients seeking technical assistance over the phone, via email, or through remote support connection tools Perform remote troubleshooting to identify root problems Determine and implement best solutions based on the issue Walk users through problem-solving processes when direct access is not available Direct unresolved issues to the IT Manager for escalation Provide accurate information on IT products or services Record responses to support events for accurate tracking of incident progression Maintain network hardware, software, and telecommunications services Maintain the integrity of the network/systems security and optimization of the network (LAN and WAN) Implement policies and procedures related to network hardware and software acquisition, use, support, security, and backup Respond to the needs and questions of network users; troubleshoot, diagnose, and fix hardware and/or software problems Establish and maintain network users, user environment, directories, and security Communicate and maintain standards for use, operations, and security of network, personal computers, and data; train users on software and equipment usage Identify and suggest possible improvements on procedures Requirements and skills Minimum 1 year of hands-on experience providing IT support in a manufacturing environment, with a proven ability to work independently and troubleshoot a wide range of technical issues. Tech savvy with working knowledge of office automation products, databases and remote support software (Teamviewer, Anydesk, etc.) Experience managing Microsoft Windows Server environments and Linux Server environments Working knowledge of DHCP, DNS, and IP protocols Working knowledge of Microsoft Office products, including Outlook, Word, Excel, Access, Powerpoint (both perpetual and O365 licenced versions) Ability to diagnose and resolve basic technical issues Experiencing working with and deploying network hardware and cabling (routers, L2/L3 switches, access points, Cat5e/6, Fiber optic, SFP modules) Working knowledge of Windows Active Directory and Group Policy deployment Proficiency in English Excellent communication and organizational skills Ability to multi-task and prioritize in a fast-paced environment Ability to work individually as well as in a team environment
