Serve as the first point of contact for employees seeking technical assistance, service requests and information requests over the phone, chat, in person or Self-service portal.
Respond to AWN employees requests and incidents in a timely manner and provide technical support such as providing access, repair, replacement and installation of end point equipment, applications, and other systems.
The IT System Administrator is responsible for verifying and escalating problems and critical incidents. The role performs on-call duties so they can be contacted at any time in order to investigate and fix issues that may arise after standard business hours according to IT operations escalation procedure.
Develop, review, and publish internal and external KBAs, technical training material and other service desk documentation. Participate in developing service desk processes, procedures, and other continuous improvement initiatives.
Serves as the local IT site lead and escalation point to other global IT teams as needed.
Provide hands-on support to local network resources and equipment as needed.
Comfortable acting as the remote helping hands in a variety of tasks for other IT teams requiring physical presence on site.
Who You Are
Exacting attention to detail, good time management skills, along with the ability to prioritize competing demands and perform effectively under pressure.
Excellent customer service, problem-solving and critical thinking skills.
Ability to communicate effectively both oral and written; research, develop, present, and promote projects; work independently; prioritize work and meet deadlines.
Troubleshoot issues with Windows and Mac hardware, basic networking hardware and configuration, and business collaboration tools.
Minimum Qualifications
5 years of experience providing both end user and infrastructure support in an enterprise environment
Understanding of Networking Fundamentals (TCP/IP, DNS, DHCP, etc.)
Experienced with setting up computer workstations with devices such as docking stations, printers, monitors, and cabling.
Preferred Qualifications
BSc/BA in Computer Science, Engineering, or equivalent experience.
Experience with ServiceNow, Okta, Slack, O365 suite, and Windows/Mac MDM in a global enterprise environment.
