IT Technical Support, Tier 2
It's common, for Service Desk employees, to handle only one type of ticket. Not the case here at Hunter Douglas! If you are excited about the opportunity to support a very large number of users with complex systems, top of the line hardware, and ground breaking software this role was made for you. Our Service Desk provides support for the entire Hunter Douglas North America enterprise handling upwards of 230 service desk specific tickets per day. We are looking for that person who can talk technical when required but also has the ability to communicate clearly with users who are less technical. You must be flexible, professional, proactive, dedicated, technically savvy, and driven. You help users, we'll help you get to the next step in your career.
This role performs a variety of computer systems administration and support tasks, including analyzing, constructing, documenting, testing, maintaining, trouble-shooting and supporting of PC hardware, operating systems, software applications, peripherals, and communication devices for the entire organization. Will interact with engineers (e.g., Network, System, SAP, etc.) and/or applications development to restore service and/or identify and correct core problems. Simulates or recreates user problems to resolve operating difficulties and recommends systems modifications. Performs more complex operations and support activities such as maintaining and updating knowledge base articles and performing patching, upgrades and software installs with elevated profile rights.
Service Request and Incident Management: Accountable for Tier 1 Technicians performance and adherence of job essential Service Request and Incident Management functions. Responsible for Tier 1 team meeting service level requirements and agreements associated with end-to-end processes. Provides initial training, coaching and escalation for Tier 1 technicians. Trends support issues and finds long term solutions and enhancements. Works with other System Administrators and Corporate IT in order to deliver a common support practice.
User System Profile/Account Support: Accountable for Tier 1 adherence of User System Profile and Account Support processes (e.g., activation, modification, termination, and Password Resets, etc.). Responsible to reset service account passwords on a quarterly basis
Operational Processes: Accountable to track and monitor Tier 1 team operational activities. Provide escalation point for backups (e.g., scheduling, troubleshooting, restorations, etc.).
Change Management: Accountable for Tier 1 team to monitor and communicate the progress of Emergency, High Priority or High Risk planned changes. Facilitates SAP and Infrastructure Change Control Board meetings. Follows up on open Change Control tickets and escalates to management when process is not being followed.
Communication: Accountable for Tier 1 team's communication/escalation of all Severity 1 and 2 incidents. Facilitate daily ops meetings. Conduct ticket audits and periodic review of support staff handling calls to coach. Effectively organizes and prioritizes tickets, enhancements, and projects while making progress visible to customer and management.
Continual Service Improvement: Provides a stable Service Desk environment while effectively and efficiently performs procedures to ensure IT Services meet Service-Level Requirements (SLR). Responsible to meet Incident and Request service level agreements (e.g. first contact resolution, response time, resolution time, process adherence, etc.) and continuous self-improvement (e.g. – learning new skill-sets, new processes, etc.). Research and develop solutions that can help expand or make support initiatives more efficient or effective. Simplify or automate IT operations and increase levels of IT service.
Knowledge and Documentation Management: Responsible to improve the customer’s efficiency by utilizing knowledge databases and best practices to resolve incidents quickly. Accountable to develop and maintain Operations knowledge base documentation (process, procedures and quick entry’s). Responsible to ensure Information Technology and Customer records are accurate (e.g., asset inventory, customer profile information, etc.).
Daily Service Request and Incident Ticket Audits (Detailed operational process)
Monthly status report
Monthly Software License/Account Audits (Detailed operational process)
Quarterly System Maintenance Activities (1 weekend night, 4 times per year)
Bi-annual Disaster Recovery Testing (1 weekend night, 1 times per year)
Equipment Commissioning/De-commissioning (Servers, Routers, Switches)
Datacenter Storage and Inventory Cleanup
QUALIFICATIONS AND KSA’S FOR EMPLOYMENT
Solid knowledge in Microsoft applications and environments
Solid knowledge in Windows Server
Solid knowledge in Windows Active Directory
Basic knowledge in Linux
Basic knowledge in TCP/IP and non TCP/IP protocols
Basic knowledge with MLPP and MPLS protocols for WAN
Basic knowledge in PRI and telecommunications
Basic knowledge with Firewalls, authentication systems and applying cryptography
Solid knowledge with standard Incident, Problem and Change Management processes as defined by ITIL
Basic knowledge Commvault software
Basic knowledge Dell Kace software
Basic knowledge Airwatch software
Basic knowledge Solarwinds software
Basic knowledge with installation and maintenance of network cabling
Basic knowledge with configuration and maintenance of Cisco routers
Ability to network/distribute computing concepts and client/server programming
Ability to perform hardware and software installations
Ability to troubleshoot and problem solve
Ability to be creative, comfortable in exploiting existing technologies and learning and using new technologies
Ability to demonstrate a sound knowledge and application of IT change, release, problem, incident and continuity management processes.
Ability to interact with multiple departments across divisions, and be able to drive tasks
Ability to respond promptly and accurately to IT Help Desk requests for information and assistance..
Ability to view impact and necessity of work performed to the total business environment
Acceptable Training and Experience: Typically requires high school graduation supplemented by other technical training in a related field and 3 -5 years desktop and technical support experience.