Support/End Point Technician

Position Responsibilities

• Deliver Secure Solutions & Technology (25%): deliver project commitments to support business using technologies like those mentioned.
• Assist on defining project approach and planning for implementations.
• Provide input to ensure execution of technical deliverables on time and on budget.
• Manage standards and procedures related to system deployments, upgrades, and maintenance.
• Facilitate the delivery of high-quality solutions and report progress regularly.
• Maintain appropriate technical documentation and drive solution availability and customer service.
• Drive solution availability and customer service (50%): improve system performance and stability, maintain reliability and security, and reduce downtime.
• Manage 24x7 production support for critical security solutions, participate in On-Call rotations, and work off-hours.
• Proactively identify and initiate work processes and tool improvements to increase productivity and employee satisfaction.
• Participate as a point of escalation for incidents and demonstrate strong troubleshooting skills.
• Administer and manage operational and solution health metrics and take corrective action.
• Seek customer feedback to ensure services and support are efficient and effective, and craft and drive improvement plans to close gaps.
• Utilize monitoring solutions to proactively resolve system issues.
• Define/Support IT Strategy & Execution Alignment (5%): define and implement roadmaps to evolve and improve capabilities.
• Contribute creative ideas and insights to support strategic process formation.
• Support team development and continuous improvement culture (20%): collaborate across teams, provide training, develop action plans, and guide junior members.

Position Requirements

• Bachelor's Degree in Information Technology, Computer Science, Engineering, or related field.
• 1+ years of experience with some familiarity in Windows desktop operating systems.
• Experience deploying new hardware (PCs, including desktops, laptops, and peripherals).
• Experience with Microsoft Windows, Microsoft Office, and networking technologies.
• Effective communication skills (oral/written) and coordination abilities.
• Quick learning, self-sufficiency, and task completion in a high-volume work-driven environment.
• Strong analytical and product management skills, including translating business needs into application and operational requirements.