The Senior IT Support Analyst serves as first and second level field support for company sites throughout the EMEAI region. The primary responsibility of this role is to be the primary line of IT support for local and remote users. This position is responsible for responding to IT support requests from end users via incoming telephone calls/email communications/trouble tickets and assisting on users requests, and other duties as assigned. Due to the customer facing nature of this role, interpersonal and communication skills are crucial.
Build strong relationships with team members and develop effective team processes to meet organizational goals
Exercise effective communication techniques with an emphasis on coordinating strategic events and increasing awareness of elevated reactive situations
Understand, utilize, and improve the in place processes to align great customer service with SLA requirements
Contribute to the efficiency and improvement of the IT organization by identifying, resolving, and eliminating issues
Communicate, evaluate, and set desired outcomes for IT Support Vendors within Ascends remote offices.
(This information is intended to be descriptive of the key responsibilities of the position. The following examples do not identify all duties performed by any single incumbent.)
Research, resolve, and respond to end-user issues/problems/questions received via email, telephone calls, walk-ups, etc., and provide hardware, and application support, such as PC, Network Printers, Smartphones, in accordance with current standards and SLA’s.
Work with users, support analysts, and other IT teams to appropriately diagnose the nature of company problems and resolve software, hardware and telephone device issues as well as access requests and other support requests/troubleshooting
Responsible for imaging, configuration and deployment of new Windows workstations and any/ all Desktop software
Support as required for Radio Frequency devices, Handhelds and Wireless Access Points
Answer inquiries received at the Help Desk and accurately classify, prioritize and record the service requests
Special projects as identified
Schedule and evaluate work done by 3rd party IT support vendors.
EDUCATION AND EXPERIENCE:
Microsoft operating systems and office products
Experience with Dell desktops and laptops and Apple products (iPads, iPhones and Macbooks)
Printer configuration and support
Networking - Cisco switches and wireless AP's
VoIP phones and systems
Excellent Customer Support skills
Good leadership qualities
Able to work within a fast paced, changing, high energy environment
Able to communicate effectively within a virtual team environment
Strong analytical, quantitative and problem solving skills
Able to work independently with limited supervision
Proactive; internal drive to continuously and successfully meet goals
Mentoring and escalation support for level 1 IT Support
Bachelor degree in IT or equivalent experience
Minimum 5 years of experience supporting applications, hardware, and windows operating systems
Experience in supporting an environment of > 100 users
Able to travel up to 20% if needed.
Ability to make IT industry support decisions based on best practice and experience.
Able to troubleshoot complex issues within an enterprise environment independently or with other IT support teams including but not limited to networks, servers, enterprise applications, desktop applications, desktop hardware, etc...
Hold a valid driver's license with a clean record
Language requirements: English/Italian/French (Dutch: nice to have)
Able to lift and carry equipment such as printers, PC's and monitors:Must be able to lift up to 20 KGAble to push/pull up to 10 KGAble to carry 5 KG or less
Able to climb up to 5 flights of stairs