Serve as the first point of contact for customers seeking technical assistance / support over the phone, email or via the company ticketing system
Take complete ownership of an end user problem, starting from request submission till resolution
Investigate, diagnose, and solve varied Endpoint software and functionality problems
Configure and deploy Forcepoint imaged Endpoints & additional software on computing devices
Oversee Asset Management tracking and ensure that the inventory is kept up to date
Identify and streamline legacy processes, leverage scripts to automate repeatable tasks
Support Audio-Visual technology needs and troubleshoot Call quality and Video conferencing issues
Support multi-function printers and scanners and troubleshoot basic hardware problems
Oversee Audio-Visual arrangements on-site to support All-Hands, Webinars and other Executive events
Liaison with multiple technology Vendors/Partners to identify, troubleshoot and eliminate end user concerns
Oversee local Employee On-boarding and Termination processes
Document procedures, corrective actions, and update knowledge base system
Partner with cross-functional IT teams to assist with troubleshooting Major Incidents impacting IT services as needed
Education and Experience: –
Bachelor’s degree or 2-5 years of experience with Service Desk, End User Experience, or regional IT support role
Exposure to certain technology platforms, such as Active Directory, Microsoft O365 and Exchange Online
Exposure to Windows OS and MacOS based end user computing devices
Basic understanding of concepts such as DNS, DHCP, IP, LAN, Wireless, Virtual Private Network
Basic scripting knowledge using PowerShell
Exceptionally strong written and verbal communication skills
Have a Customer-first approach, identify opportunities to mature service offerings to be self-served
Passion for problem solving, with an ability to identify technological solutions to business problems
Understanding of performance metrics, benchmarks and KPI’s
Willingness to challenge and improve the status-quo and eliminate toil by streamlining processes and introduce automation as much as possible
ITIL, Jamf & Intune related certifications a plus
We are mission driven.
We are passionate about our mission because our solutions protect businesses, critical infrastructures, and governments around the world.
Find out more about Forcepoint’s Mission, Vision, and Values at www.Forcepoint.com and follow us on Twitter at @ForcepointSec.
Find us on social at #forcepoint #forcepointculture #lifeatforcepoint to find out what its really like to work here from the team themselves.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Applicants must have the right to work in the location to which you have applied.
We are committed to hiring and retaining a diverse workforce, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.
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