Role Description
We are looking for a bright, passionate and motivated professional Service Desk Technician. This role requires someone with an ambitious nature for continuous learning.
Responsibilities
- First point of contact with all client requests
- Actively monitoring and investigating alerts on NOC dashboard
- Creating tickets in our ticketing system to track issues
- Creating tickets in our ticketing system to track issues
- Resolving tickets that are in scope after hours with documentation and time entries
- Escalating any tickets that have not been resolved to the NOC team
- Communicating technicians about any incidents that may require problem management
- Participate in after hours on call rotation scheduled from5 : 30PM to 11 : 00PM on weekdays9 : 00AM to 11 : 00PM on Saturday and Sunday
- All technicians will be required to complete the prescribed certifications as part of their employment with MBC
Technical Skills
- The qualified candidate will have a good understanding of network infrastructure services such as DHCP, DNS and NAT along with entry level knowledge in the following areas;
- Windows Server and associated servicesFile ServicesPrint ServicesApplication ServicesRemote Desktop Services
- Gateways and VPN connections
- Exchange and Active DirectoryNew user account configurationGroup Policy administration and troubleshooting
- SQL ServerAdministration and Troubleshooting installations
- Hyper-V and VMWare Virtualization platformsManaging and Maintaining Virtual MachinesDrive expansion procedures
- Mobile DevicesBlackberry, Android, IOS, Windows Phone user configuration
Interpersonal Skills
- Exhibit solid communication skills, both written and verbal with the ability to communicate and articulate technical information into layman terms
- Strong analytical and problem-solving skills
- Initiative and organizational skills
- Able to adapt and quickly develop in-depth technical understanding of new and different applications
- Strong ability to analyze situations, diagnose problems, and develop and implement solutions
- Must be a team player willing to work on a variety of technical initiatives
- Must have the ability to work independently and identify priorities for completion of multiple tasks
- Extremely Detail oriented
- Punctuality and Responsibility is required.
Educational / Technical Experience
- 1+ years in a service desk environment or equivalent experience
- ITIL Foundations certification is a benefit
- Microsoft Network Infrastructure certifications is a benefit
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