The IT Support Technician II will maintain the daily operations of all computer and software systems, mobile and cellular devices, printers and copiers, phone systems, fax machines, and A/V equipment.
They will provide technical advice and support to facilitate end-users' use of computer software and hardware and offer network administration and support.
In addition to these traditional IT support responsibilities, they will provide first-level support for cybersecurity incidents, and actively contributing to the organization's overall security posture.
Responsibilities:
1.
Supports networked computers in a 1,000+ node network, multi-location, multi-national environment.
2.
Provide excellent customer support to our senior leadership team (Directors, VPs, COO, CFO, CEO)
3.
Provides excellent customer service to all users in the organization, ensuring resolution is timely and accurate according to Service and Business Level Agreements.
4.
Supports Windows & macOS operating systems, IBM Notes, NAV/SAP client connectivity, Microsoft Office & Microsoft 365 apps, network printers and copiers, wired and wireless networking, and mobile and wireless devices (i.
e.
iOS, Android, Windows, etc.
).
5.
Provides 1st level cybersecurity support by promptly addressing security alerts, managing security tools such as antivirus and firewalls, and assisting in the coordination of responses to security incidents.
6.
Provides 1st & 2nd level technical support for end-users.
7.
Provides 1st & 2nd level support and assistance for Technical Support Personnel.
8.
Provides 1st & 2nd level support for PBX, phones, and voice systems.
9.
Provides 1st & 2nd level support, assistance, and maintenance for Audio/Visual and VTC systems.
10.
Maintains hardware and software inventory, controls lifecycle of hardware and software assets, and performs asset disposals.
11.
Identifying, evaluating, and mitigating potential security risks.
12.
Assist with security audits, perform vulnerability assessments, and identify areas of weakness within the IT infrastructure.
13.
Contribute to the creation of training materials to promote security awareness within the organization.
14.
Records details of all support incidents and requests into the Helpdesk system.
15.
When necessary, works closely other departments to ensure a timely and efficient resolution to incidents and requests.
16.
Collaborates closely with the cybersecurity team to align IT support activities with the organization's broader security strategies, ensuring a cohesive and proactive approach to mitigating cybersecurity risks.
17.
Actively stays abreast of the latest cybersecurity trends and threats, participating in continuous professional development to ensure the organization's defense mechanisms are robust and current.
Qualifications:
• Bachelor’s degree or 2 years of relevant work experience.
• Experience with supporting business environments.
• Knowledge of Cisco ESA, SMA, AMP, MDR
• Experience with KnowBe4 or equivalent training platform.
• Knowledge of PhishER and managing phishing emails.
• Whitelisting/Blacklisting emails in ESA and Exchange
• Managing policy and content filter
• Good communications and organizational skills
• 1-2+ years Microsoft Windows Operating Systems (use, installation, and support)
• 1-2+ years Apple Mac Operating Systems (use, installation, and support)
• 1-2+ years Microsoft Office / O365 experience (use, installation, and support)
• Computer Hardware installation & troubleshooting
• Mobile/wireless/tablet device installation & troubleshooting
• Phone systems, PBX, Voice-mail experience a plus
• Willingness to provide afterhours support (as required).
Whatsapp
