Técnico de Suporte TI providing technical support for equipment management and system updates at GOL Linhas Aéreas. Collaborating on technology rollouts across various locations.
About the role
- Field Support Technician responsible for delivering world-class field support services for IT at Beth Israel Lahey Health. Handling tickets, customer support, and IT incidents with excellent service levels.
Responsibilities
- Responsible for Level 1 support providing basic to intermediate support.
- Exceeds end-user expectations by meeting established SLAs and customer demands.
- Drives high customer satisfaction and ensures services align with BILH's needs.
- Exhibits commitment and accountability to coordinate customer support issues and ensure timely response and positive outcomes.
- Accurately identify when issues should be escalated to Subject Matter Experts and/or management.
- Diagnose and resolve moderately difficult desktops and peripherals related to interoperability, OS security issues, system access, passwords, and authentication.
- Ensure accurate and timely updates to the ITSM ticketing system.
- Provides on-call/after-hours support.
Requirements
- High School diploma or GED required
- A+ Certification preferred
- 1-3 years related work experience required in 2 plus years of Service Desk/Field/IT Support experience supporting a large enterprise of end users in a complex MS Windows / MS Office environment.
- Moderate Knowledge of various Operating systems (OS) including but not limited to Windows 10 and MAC OS is required
- Knowledge of various mobile devices including but not limited to: iOS and Android platforms is required.
- Knowledge of Network fundamentals is required.
- Solid experience of Citrix Systems application is required.
- Solid experience with Microsoft infrastructure (Windows, Active Directory, Exchange, etc.) is required.
- Solid experience of Microsoft O365 applications is required.
- May produce complex documents, perform analysis, and maintain databases.
- Ability to learn quickly and retain knowledge of a wide variety of systems.
- Knowledge and experience with ITSM systems such as Service Now or Remedy.
- Advanced technical computer skills as required for technical support specific to functional area and related systems.
Benefits
- None listed
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