Overview
Summary: AmTrust Financial Services, Inc. is looking for a driven Senior Desktop Support Technician, who is responsible for scheduling, managing, and directing all on-site IT implementation activities, such as desktop support, site assessment, hardware/software installation, network and systems installations and configurations to support all AmTrust facilities.
Responsibilities
Responsibilities:
- Provide IT Technical support services, to all employees in AmTrust Offices. This position will join a global team to provide IT support for AmTrust offices remotely, by phone, or onsite.
- Provide technical expertise and end-user support in the areas of Microsoft Windows 10, Microsoft Office Suite 365, Intune, Common off-the-shelf applications, SCCM Remote Connectivity Platform, network/local printers.
- Provide onsite, phone, and remote support to all employees.
- Follow up with customers to ensure their technology needs are being met and issues are resolved.
- Persistent logging of tickets and timely resolution of first-line issues, or escalation to other support teams.
- Review incident tickets and respond to end-users appropriately and within established SLA and OLA standards; resolve open tickets in a timely and professional manner, ensuring a positive client experience and high First Call Resolution.
- Ability to follow, improve and create ongoing Service Desk procedure documents and Knowledge Bases.
- Is proficient in providing detailed work notes and documentation with every ServiceNow ticket.
- Provide after-hours and ‘on-call’ support, as necessary.
- Provide desktop/laptop break/fix/maintenance support.
- Provide support to growing mobility platforms (iOS, Android, MacOS and Windows based platforms).
- Responsibility for Asset Management and stock room audits.
- Troubleshoot, research, and resolve escalated technical problems and incidents.
- Research new industry technologies and recommend proactive solutions within the environment.
- Act as local point-of-contact to AmTrust offices for administration and maintenance of laptops/desktops, backup routine and network OS software, as needed.
- Troubleshooting of local and network HP printers and Konica machines.
- Ability to work on projects and meet timelines as necessary.
- Process Improvement: Identifies processes for improvement in daily work; educates new staff in team process.
Qualifications
Qualifications: Required:
- Associates or bachelor’s degree. Proven industry experience will be acceptable in lieu of degree.
- Minimum 2-3 years of experience of IT infrastructure, knowledge across multiple areas of the IT environment with a demonstrated ability to translate business challenges to IT opportunities.
- Minor after-hours and weekend work will be required.
- Ability to diagnose and resolve technical issues and eliminate repetitive issues both on-site and remotely, quickly, and effectively.
- Demonstrated technical mastery for desktop related issues (Windows 10, Mac OS)
- Self-starter with the ability to effectively work with minimal supervision.
- Ability to manage multiple end-user support requests effectively.
- Experience with MDM and supporting mobile devices.
- Experience of working in an ITIL based Service Desk.
- Ability to work and adapt in a dynamic environment and recognize priority issues, escalating accordingly.
- Experience with creating standards and documentation.
- Extensive knowledge and experience with Windows based technologies including Windows 10, SCCM, Intune, Azure, Exchange.
- Outstanding troubleshooting skills in WAN/LAN/Desktop situations.
- Remote Connectivity tools such as TeamViewer and Remote Desktop.
- Microsoft Office Suite 365.
- Cisco Call manager and Cisco Unity Voicemail.
- Working knowledge of industry standard ticketing systems like ServiceNow.
- Ability to work both independently and as part of a project group, with time constraints.
- Strongly customer service oriented; organizational and communication skills, positive and can-do attitude
Preferred:
- Strong leader & team player – collaborates well with others to solve problems and actively incorporates input from various sources; has experience working with others on a global basis.
- Proven track record of customer focus – evaluates decisions through the eyes of the customer; builds strong customer relationships and creates processes with customer viewpoint.
- Strong analytical skills – strong problem-solving skills, communicates in a clear and succinct manner and effectively evaluates information/data to make decisions; anticipates obstacles and develops plans to resolve.
- Microsoft MCP (MS Certifications), A+, Apple and ITIL certifications are a plus.
- Basic Networking (TCP/IP) is desirable.
What We Offer
What We Offer
AmTrust Financial Services offers a competitive compensation package and excellent career advancement opportunities. Our benefits include: Medical & Dental Plans, Life Insurance, including eligible spouses & children, Health Care Flexible Spending, Dependent Care, 401k Savings Plans, Paid Time Off.
AmTrust strives to create a diverse and inclusive culture where thoughts and ideas of all employees are appreciated and respected. This concept encompasses but is not limited to human differences with regard to race, ethnicity, gender, sexual orientation, culture, religion or disabilities.
AmTrust values excellence and recognizes that by embracing the diverse backgrounds, skills, and perspectives of its workforce, it will sustain a competitive advantage and remain an employer of choice. Diversity is a business imperative, enabling us to attract, retain and develop the best talent available. We see diversity as more than just policies and practices. It is an integral part of who we are as a company, how we operate and how we see our future.
Cleveland, Ohio
Full Time