Experienced Support Technician
The IT Helpdesk Technician is responsible for providing technical support and troubleshooting assistance to end-users, ensuring the smooth operation of IT systems and services. This role requires expertise in Active Directory management, Windows scripting, Virtual Desktop Infrastructure (VDI), Fileshare management, License server management, and ServiceNow. Additionally, the technician must demonstrate strong autonomy, ownership of small-size projects, Lean management principles, and asset management. Being able to manage a good customer relationship is also a key element (challenge requirement, offer alternatives)
Description of Deliverables:
* Technical Support & Troubleshooting - Serve as the first point of contact for IT-related issues. - Diagnose and resolve hardware, software, and network problems. - Perform remote troubleshooting using diagnostic techniques. - Manage good customer's relationship (challenge requirement, offer alternatives, deliver solutions rather than products) - Installation and configuration of standard and customized applications and managing the licenses on a license server i.e (renewing, updating and upgrading). -Management of printers, scanners and plotters and performing the vendor co-ordination for all hardware replacement issues. - Active Directory, SCCM & Windows Scripting -Manage user accounts, permissions, and security settings in Active Directory. -Implement and manage Group policies - Develop and maintain Windows scripts for automation and system optimization. - Package creationand deployment throughSCCM and InTune. - Manage fileshares, license servers. - Troubleshoot and fix fleets of workstations managed through SCCM or inTune. - Virtual Desktop Infrastructure (VDI) -Support VDI environments - Managing the VM's in VMWare environment, including adding resources, building the VM's, Snapshots etc., - Daily planning - ServiceNow and JIRA for incident tracking, service requests, and workflow automation. - Soft Skills & Project Ownership - Take ownership of small projects, ensuring timely execution and delivery. - Apply Lean management principles to optimize IT processes or spaces. -Manage IT assets, including procurement, tracking, and lifecycle management. -Demonstrate autonomy in problem-solving and decision-making.
Core Competency Skill Sets Required for Vendor Delivery:
# Required Skills &Qualifications - Provenexperience in IT support or helpdesk roles.-Strong knowledge of Active Directory, Windows management, Windows scripting, and VDI environments. - Hands-on experience with ServiceNow, JIRA or similar ITSM tools.
* Ability to work independently and take initiative. - Excellent communication and customer serviceskills. - Mindsetoriented to process/team improvment and information-sharing. - Hands-on experience with Linux is beneficial - Knowledge or experience with cloud solutions (W365, AWS) is beneficial. # Preferred Certifications - Microsoft
Certified: Windows Server Hybrid Administrator Associate (AZ-800/801) - Microsoft 365
Certified: EndpointAdministrator Associate (MD-102)- ITIL Foundation - CompTIAA+ or equivalent - CompTIA Linux+ (optional, beneficial)
Comments:
- Microsoft Certified: Windows Server Hybrid Administrator Associate
(AZ-800/801) - Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)
- ITIL Foundation - CompTIA A+ or
equivalent - CompTIA Linux+ (optional, beneficial)