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Level 3 Helpdesk Technician - New York City

Company: Hemmersbach Nordamerika
Location: Hoboken
Posted on: May 4, 2022

Job Description:

IT Onsite TechnicianBe part of usHemmersbach provides IT infrastructure services in more than 190 countries with 50+ own subsidiaries. We deliver exclusively for the leading companies in the IT industry. As pragmatic problem solvers, we not only enthuse our customers, but also make the world a better place: 20% of our profits go into our Direct Actions Hemmersbach Rhino Force and Hemmersbach Kids' Family. That's why Hemmersbach is The Social Purpose IT Company.Your Tasks

  • Provide advanced, L2/L3 support to end-users for Azure AD, on premises AD, Exchange Online, SharePoint, OneDrive, Office 365, PC hardware, operating systems, software applications, peripherals, installations, and device management.
  • Provide advanced degree of technical support to customers on operational or maintenance aspects of system equipment and serves as client contact on technical and service-related problems.
  • Diagnose and repairs mechanical, hardware, software, and system failures using established procedures.
  • Act as the primary provider of technical support to users for hardware, OS, and application issues for all end-user, including Executive Level clients.
  • Monitor and update Service Desk incident tracking tickets (ServiceNow) for issue response and resolution.
  • Function as primary point of contact and communication with end-user from assignment of ticket to successful resolution of issue.
  • Work with various automated and manual build and imaging methodologies.
  • Perform installations, moves, software and hardware additions and changes to end-users IT equipment.
  • Advanced research of client issues and effectively resolve.
  • Interact with resolver groups to diagnose and resolve problems when possible.
  • Document processes and procedures for self-help and for informational troubleshooting for other resolver groups.
  • Perform end-users adds, changes, deletions and account/MFA/password resets in Active Directory and Azure AD.
  • Support end-user mobile smart devices i.e., iPad, iPhones, and Android devices.Our Requirements
    • 3+ years of experience providing end-user deskside support, with a focus on as many of the following technologies areas as possible:
      Azure Technologies (Exchange Online, Azure AD, Endpoint Manager / Intune, WVD, Defender)
      Microsoft 365 (All E5 Tools and Applications)
      8x8 or similar VOIP management experience
      General Hardware Support (Desktop/Laptop, Mobile Device)
    • Prior experience supporting Managing Directors and C-Suite Level executives in a corporate financial institution, highly preferred.
    • Solid history of Windows 7 with expert working knowledge of Windows 10. Windows 11 a strong plus.
    • Understanding of Networking - TCP/IP, Remote Connectivity, Wi-Fi.
    • MacOS support experience a strong plus.
      ServiceNow, ITSM or other major Ticketing System experience a strong plus.
    • Ability to understand and explain complicated technical concepts to non-technical end-users to promote their knowledge of their technology tools.
    • Ability to gain an understanding of the end-user's problems and deliver solutions and recommendations to solve quickly and proactively.
    • Must have excellent communication, documentation, and interpersonal skills.
    • Must be able to interface appropriately with multi-million-dollar producers and ultra-high net-worth clientele in our Headquarters.
    • Self-starter with the ability to solve complex problems with innovate where needed with unique solutions.
    • Must have excellent time management, prioritization, communication, and customer service skills.
    • Ability to work independently with minimal supervision.
    • Must have the technical ability to provide desk side support for computer and printer hardware, common software applications, Microsoft OS issues.
    • Experience utilizing remote support tools for end-user support; diagnostic and repair.
    • Ability to troubleshoot and configure end-user mobile devices i.e., smart devices, iOS, and Android devices.Your Benefits
      • A highly regarded team member within an exponentially growing international IT companyexciting projects and challenges daily and with autonomy
      • Team Spirit: strong team spirit and a great working atmosphere in a friendly team
      • Direct and informal communication even at management level
      • Career Opportunities: Great possibilities for professional, personal and language training
      • Buddy programme to make sure you have an amazing start, a welcome pack included
      • A support package that includes: medical coverage, Dental & Vision coverage, Life Insurance, Short & Long Term disability insurance, 401K, PTO.A company that is not only continuously commercially successful but also provides a sense of purpose
        • Rhino-force.org: Our environmental protection organization protecting one of the most endangered species on this planet.
        • Kids-family.org: We take care of children that grow up without their parents in Poland and India. We don't just give them shelters. We turn their shelters into homes.

Keywords: Hemmersbach Nordamerika, Hoboken , Level 3 Helpdesk Technician - New York City, Professions , Hoboken, New Jersey

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