End User Support Specialist

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Knowledge, operational proficiency and troubleshooting ability of standard business applications such as Microsoft Office Suite, Outlook, Microsoft O365/SharePoint, Microsoft Teams, Microsoft Edge, Google Chrome, Firefox, Adobe PDF Reader and Writer, Antivirus software (Sentinel One), Lotus Notes.
• Knowledge of and supporting ERP systems such as SAP.
• In depth knowledge of and the supporting of unified communications systems for delivery of services including room systems, client endpoints and SaaS integrations.
• Administration and management of SharePoint O365 and Teams sites.
• Active Directory administration: user account create/delete, security group mapping, login scripts.
• Perform configuration, imaging and staging services on laptop and desktop computers.
• Provide daily technical support to business units and escalate unresolved calls to the 2nd/3rd line support teams in line with agreed processes, including liaising with external partner organizations where appropriate.
• Maintain accurate IT equipment inventory databases.
• Work closely with the IT Senior Management Team and assist with recommendations for the improvement of IT systems and infrastructure.
• Gather requirements, design, and deploy solutions to meet business needs.
• Design migration projects as a technical lead
• Evaluation, creation and management of scripts
• Management and responsibility of ancillary systems such as email security, backups, and security
• Take ownership of critical service and senior stakeholder issues, including user communications as appropriate.
• Respond to support queues promptly and document incidents accurately and simultaneously into the case management system.
• Maintain and enforce system security guidelines for clients.
• Adhere to procedures and escalation processes as defined by Management.
• Provide exceptional customer service to all clients.
• Proactively support and maintain effective user relationships by educating clients on system capabilities.
• Utilize existing knowledge bases to research, resolve, and respond to incidents and requests received via phone and e-mail in a timely manner, in accordance with incident management standards.
• Provide accurate troubleshooting and creative solutions to complex problems to ensure customer productivity.
• Manage the incident resolution process for all open incidents by following up with assigned support personnel and/or the affected user to ensure timely incident resolution and customer satisfaction.

MINIMUM REQUIREMENTS

• Education & Training: Bachelor’s Degree and or technical certificate with equivalent work experience
• Certifications (Microsoft 365 Certified: Modern Desktop Administrator Associate, ITIL) preferred.
• Experience deploying and managing Identity Management (Active Directory, Azure Active Directory)
• 3+ years of experience using Intune for end point management and security compliance.
• 5+ years of experience supporting Microsoft 365, including, but not limited to, Teams, Enterprises Mobility and Security Suite, and Azure Active Directory
• Understanding of networking concepts and integration to LAN/WAN technologies
• Experienced with Windows Server Operating Systems
• Strong working knowledge of Microsoft Security Solutions
• Experienced with Remote Management tools: Microsoft Teams, SCCM and Intune