Must have a college degree
MCSE and/or ITIL certification required
Must be familiar with desktop and server support
Need to have knowledge around the COBIT framework
-100% match for 401K, free dental, optional vision plan, and only a minimal deduction for medical....also bonus potential
Must be open to a rotating schedule as there are two other service desk engineers in the group.
The rotating schedules would be
7am-4pm
8:30am – 5:30pm
10am-7pm
Essential Responsibilities:
•Responsible for the daily company's service desk activities (provides end-user support) i.e. performs day-to-day end user assistance by actively participating in all Service Desk related activities. Provides level 1 and/or level 2 support to the end users within company;
•Performs 1st and 2nd line support for systems that are highly reliant on network technologies, such as Citrix, VPN, RSA amongst others;
•Works in accordance to the defined company policies, ITIL Service Management processes and the various other IT related processes and SAS70/ISAE 3402 controls of the company;
•Works effectively with co-workers, customers and others by sharing ideas in a constructive and positive manner; listening to and objectively considering ideas and suggestions from others; keeping commitments; keeping others informed of work progress, timetables and issues; addressing problems and issues constructively to find mutually acceptable and practical business solutions;
•Professional interaction with the IT infrastructure department and customer community to ensure seamless service support;
•Installs and deploys desktop and laptop computers and IOS based mobile devices;
•Deploys computer software and patches through SCCM;
•Is co-responsible for maintaining the IT Asset Management and Configuration Management database (CMDB) in ServiceNow;
•Analyzes performance and connectivity of computer peripherals;
•Implements, maintains and administers enterprise antivirus services for desktops;
•Provides support for server and network based applications that depend on Active Directory, DNS, DHCP, WINS, etc.
•Responsible for maintaining and monitoring the health, performance, uniformity of the company workstations;
•Researches, tests and applies patch solutions for desktops and laptops; actively participates in the periodical PVG (Patch & Vulnerability Group) team meetings;
•Performs related duties and special projects as assigned;
•Creates and maintains relevant process and/or system documentation;
•Monitors, maintains, administers, troubleshoots, escalates and reports on the company's batch processing environment and related applications on a daily basis;
•Review and manage batch documentation to account for changes.
Qualifications:
•Bachelor's degree in Computer Science, Engineering or a related field.
•A minimum of 5-8 years working experience in 1st and 2nd level Service Support, implementation and project management roles;
•MCSE Certification (current);
•ITIL Certification (current) or pursuing;
•Conceptual familiarity with the COBIT IT Governance Framework, the ISAE3402 Control Framework and ISO27001 Framework is a must;
•Thorough working knowledge on installation, configuration and troubleshooting of Wintel components, Windows 7/10 workstations and related peripheral components;
•Low-level working knowledge of TCP/IP protocols, Internet Technology, Infrastructure security & best practices with associated efforts on consistent technology updates;
•In-depth knowledge of Windows 2003/2008/2012/2016 Server, Active Directory, Microsoft Exchange, Windows 7/10, MS Office, IOS;
•Logical & systematic approach to problem solving required;
•Able to work under pressure and to multitask with changing priorities;
•Self-starter which can be relied upon to take sound decisions,
•Works well in a dynamic multi-functional and multi-location environment;
•Pro-actively seeks for continuous improvement opportunities, where it pertains to processes, procedures and customer satisfaction;
•Excellent communication skills, verbal and written;
•Good at building & maintaining relationships, problem solving and decision making;
•Takes end to end ownership for customer satisfaction through levels of support, planning and organization (i.e. takes accountability)
•Works well in a global setting with geographically distributed teams in US, NL and HK
•Familiarity with Windows Server scripting;
•Experience with batch scheduling concepts, including but not limited to monitoring and schedule creation
Work location: New York, NY