The IT Support Manager will work directly with end-users and managers to:
Provide advanced hardware, software, network, and applications problem resolution.
Identify areas for improvement in technology landscape, propose solutions and implement projects to complete them.
Be responsible for IT support for existing sites and integration of new sites as required.
Be an important contributor in standardizing and improving overall global technology platform, and interface with the global IT team to accomplish this.
Specific responsibilities include:
Assist end-users with installation, configuration, and troubleshooting of hardware and software to ensure continued usability of equipment and software at a Tier II level to include, but not limited to: Network Connectivity, MS Office including Outlook and Skype for Business support, and Windows Operating Systems.
Analyze, evaluate and test software and hardware problems related to LAN/WAN.
Assist in Global Infrastructure management including site to site VPN communication and data routing
Monitor and support global data center disaster recovery replication.
Utilize and maintain IT ticketing system to manage and document resolution for all IT support tickets. Prepare activity and progress reports regarding support activities.
Install, configure and upgrade operating systems and software, using standard business and administrative packages; may modify specific applications for use in operational departments.
Provide timely responses to client and management requests. Status updates on such requests need to be provided on a regular basis.
Track and update the movement of all IT assets (laptops, desktops, printers, etc) within the stipulated database and within time constraints.
Contribute knowledge and updated information to maintain the Desktop Support SOPs and Training manuals for Tier II support.
Support video conference equipment to include training, setup and problem resolution Processes, documents, and tracks all incoming requests and interactions to the help desk.
Assist with the planning, design, research and acquisition of new or upgraded hardware and software systems; maintains current knowledge of hardware, software and network technology and recommends modifications as necessary.
Must keep an assets list of all equipment purchased and upgraded for all sites under management.
Coordinate procurement and distribution of IT equipment and applications for all sites in under management.
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