In this role, you will proactively collaborate and coordinate with other functions and confirm that IT services are functioning as designed. The technician will need to be available to travel as needed to a variety of RG locations and off-site events, as well as occasionally be available to work outside normal business hours. This is a role well-suited to an ambitious professional, looking for the next step in their career.
You will display a positive attitude with both internal and external customers, striving to always exceed expectations. You are able to make sound decisions and be a selfless team player and an enthusiastic proponent of change.
What you’ll do:
Provide IT support for the associates and end users in the RG organization
Manage support-related work and perform problem resolution for various software and system components
Interface with business teams in support of projects and provide general knowledge of enterprise applications
Act as an escalation for all Tier 1 and 2 Service Desk issues
Manage Active Directory objects, troubleshoot object issues, and assist in AD maintenance
Lead front-line and escalation support for corporate applications, providing end-user support and knowledgebase authoring.
Route tickets to other technology and business teams and work to resolve systemic issues.
Good experience on Windows and MacOS Troubelshooting
Analyze specific hardware configurations and propose replacement solutions for end-of-life hardware
Diagnose, perform root cause analysis, and resolve technical hardware and software issues
Provide technical mentorship and guidance for other helpdesk staff members
Support of conference room A/V equipment including video conferencing
Troubleshooting client-side network issues including VPN
Research issues and questions using available internal and external information resources
Create and maintain documentation for standard service desk procedures and resolutions
Utilize ticket tracking system to document all support incidents
Identify opportunities for automation, and assist with the development of automation systems
Participation with research, planning, scoping, implementation, and ongoing support for projects
Participation with maintaining inventory of hardware, software, and support assets.
Who we’re looking for:
Ability to anticipate, identify and resolve complex issues.
Demonstrated oral and written communication skills and ability to work cross-functionally.
Demonstrated ability to multi-task, perform in a fast-paced environment & respond quickly to situational needs as they arise
Expert-level knowledge of the following technologies:
IOS devices – iPhone, iPad
MacOS devices (Intel x86 based hardware)
5+ years of customer support/service and advanced technical troubleshooting experience
5+ years of experience working with Microsoft Windows, Microsoft Exchange, O365, and M365 end-user administration
3+ years of performing Active Directory administration tasks
Strong understanding of mail flow and spam filter implementation
Adept and creative trouble-shooter with an ability to solve both technical and non-technical problems
Knowledge of TCP/IP networking and client/server architectures
Experience creating new and editing existing (PowerShell) scripts and automation
The position requires experience in hardware, software, and network troubleshooting, or equivalent training and/or education
Why RoundGlass:
RoundGlass was built on the vision that wellbeing should be at the very center of our life journey. We are not only reimagining how the world experiences wellbeing, but how companies (like our own) support the wellbeing of their people.
We’re a group of talented, socially-conscious, gritty, innovators using technology and human energy to create a vibrant wellness ecosystem. Together, we’ve built an amazing community and we are always looking for people who share our passion. To learn more, visit our Website, Facebook, Instagram and LinkedIn.
RoundGlass does not discriminate against race, color, religion, sex, sexual orientation, gender identity, gender expression, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.
We rely on legitimate interest as a legal basis for processing personal information under the GDPR for purposes of recruitment and applications for employment.
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