A luxury goods retailer is seeking an exceptional IT Support Technician to assist in the resolution of end user hardware and software technology related issues in their corporate office.
  • Support the installation, maintenance of end user hardware (desktop, laptop, tablets, phones etc), OS, and enterprise applications (e.g., Salesforce, MS Office, etc.) and collaborating with other teams, as necessary.
  • Responsible for resolution of tier 1, and 2 incidents, requests, and escalations, as needed via IT ticketing system, in person or emails.
  • Follow up with customers to ensure satisfactory service and if applicable guide the end user through step-by-step problem-solving process.
  • Properly diagnosing system related errors and other issues.
  • Provide hands on support and troubleshooting of video conferencing platforms/setups in our Vestry and Lyndhurst offices.
  • Manage the administration and support of i.) user accounts (onprem AD and Azure AD) and email (O365) provisioning and ii.) software packaging, patch management, OS update management
  • Maintain operating procedures and processes to ensure consistency and security across the end-user environments.
  • Writing, editing, and revising knowledge base article for new/updated software and processes in ITSM ticket portal: ServiceNow
  • Highly Proficient with: Desktop, Mobile and Server Operating Systems (WIN/MAC/IOS) including associated applications and hardware peripherals.
  • Patient, friendly demeanor with a great aptitude for listening
  • Working knowledge of Microsoft SCCM, and JAMF or related device management tools a plus
  • Demonstrated ability to work effectively with end users of widely varying technical skills.
  • Excellent analytical and technical skills with strong written, verbal, and interpersonal skills.
  • Working knowledge and experience supporting video conferencing system for medium to large conference rooms
  • Knowledge of ITSM methodology and supporting tool, preferably ServiceNow
  • Education: Bachelor’s degree in computer science, Technology Systems Engineering, or equivalent experience in related field required.
  • Relevant certifications Microsoft, CompTIA, ITIL etc. are an advantage.

To apply for this job email your details to resumes@thewoodsgroup.net