Global IT Services Support

Qognify’s IT Services Helpdesk System Admin Technician is a key position in the IT services support team and act as part of the Global IT Services Team. The team is expected to support the provision of a reliable, up to date and efficient information technology environment to the Qognify Operation Back office, Front Office and R&D.

In this position, you will be expected to respond to user requests for service, to diagnose, categories and prioritize incidents effectively, ensuring as many incidents and requests are resolved at first point of contact using the tools and knowledge sources available, as well as keeping users informed of progress, providing outstanding customer service at every stage.
This position may encompass some infrequent travel to other sites and occasional out of hours support.

To be successful in this role you will:

  • Make sure all technical issues raised by Qognify employees are diagnosed and resolved in a timely manner and the resolutions are communicated with the effected individuals.
  • Provide quality technical support on standard software applications in Windows systems, hardware and network issues for Qognify employees and business partners.
  • Deploy and configure Windows server operating systems.
  • Deploy and manage VMware resources.
  • Provide support for Office 365 applications including SharePoint and OneDrive.
  • Provide advanced support for video conferencing, enterprise phone system, projectors and other audio-visual technologies.
  • Receive requests from internal users via phone, walk-up, email, and online ticketing system.
  • Document the issue, request and/or question into the ticketing system.
  • Perform tasks related to On Site Training, monthly patching and software deployment.
  • Author and maintain documentation for the helpdesk to ensure helpdesk procedures are being followed by all technicians.

Requirements

  • Experience with R&D support.
  • Working knowledge of at least 3 of the following common IS technologies: Networking, DNS, Anti-virus, Anti-spam, Office 365, Asset management, IP Telephony and VPNs.
  • Working knowledge of both Windows 7 and 10.
  • Knowledge of deploying and configuration of Windows server operating systems like 2008, 2008 R2, 2012, 2012 R2 – Advantage.
  • Working knowledge and experience (Admin/support/install) with one or more of the following storage products: Dell, Nimble(HP), Netapp, HP, IBM.
  • Experience as admin / tech support / virtualization technologies such as VMWARE or HYPERV.
  • Ability to quickly analyze problems, recommend fixes, and resolve issues, then communicate those issues and resolution with staff, clients and senior leadership.
  • Prior experience utilizing a ticket tracking system.
  • Familiar with Active Directory and group policy management.
  • Have scripting capabilities in at least 1 of the following: PowerShell, Microsoft batch scripts, Linux shell scripts – Advantage.
  • Effectively communicates in a team-oriented environment.
  • Able to effectively prioritize and execute tasks in a high-pressure environment.
  • Ability to deliver excellent customer service and work collaboratively with others.
  • Strong organizational skills and attention to detail with the ability to manage priorities.
  • Excellent oral and written communication skills.
  • Ability to work in a global culture.

Preferred Education and Experience

  • Bachelor’s degree in Computer Science or equivalent
  • 3-5 years of IT Service / Help Desk / R&D Support experience
  • MCSA or equivalent – Advantage.

 
We are an equal opportunity employer.

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