Enterprise Technical Support Specialist

1 month ago

Miami, Florida, United States Norwegian Cruise Line Holdings Full time

Job Summary:

As an Enterprise Technical Support Associate, you will be responsible for providing first-level support for the enterprise regarding desktops, laptops, wireless devices, voice over IP telephony, and remote connectivity. You will assist with the configuring, testing, and installation of new software.

Key Responsibilities:

  • Receive and respond to incoming calls, emails, and walk-ups regarding user problems. Provide installation, configuration, and ongoing usability of desktop computers, laptops, printers, wireless devices, voice over IP telephones, remote connectivity, and software within established standards and guidelines.
  • Analyze and troubleshoot issues to determine if other level 2 and level 3 teams need to be engaged in the solution. Coordinate support by creating appropriate tickets and assigning to the appropriate team(s).
  • Support remote clients by using remote access software to connect into a team member's computer for diagnostics and troubleshooting to determine the root cause and resolution. Provide ongoing support for enterprise system rollouts that affect these users on a continuous basis.
  • Provide support to team members from various time zones and work sites, as necessary, with the use of after-hours on-call rotation on a 24x7 basis.
  • Work with numerous computer platforms in a multi-layered client-server environment. Support Apple (MAC) and Microsoft Windows OS, hardware, and software applications specific to enterprise applications. Basic knowledge of Enterprise LAN/WAN technologies.
  • Support NCL office/cubicle moves. Ensure user equipment is moved to new stations and restored to equivalent condition. Installation, maintenance, and upgrade of computer hardware, software, and peripherals.
  • Perform other job-related functions as assigned.

Qualifications:

  • Associate's Degree in Information Technology or Management Information Systems.
  • 0-1 year of experience troubleshooting hardware, software, or providing desktop and/or help desk support.
  • Technical knowledge of mobile, desktop, and laptop hardware and software, including Windows (all versions), ServiceNow, Linux, MAC OS X, Android, IOS, and common enterprise applications, including Microsoft Office and 0365, diverse browsers, hardware drivers, and connectivity.
  • Ability to read, write, and understand technical manuals, procedural documentation, and original equipment manufacturer guides, within reasonable accommodation.
  • Ability to conduct research into PC issues and products independently as required without pervasive supervision.
  • Excellent written and oral communication skills to work with users at all levels in the organization.
  • Strong customer-service orientation.
  • Basic Windows scripting skills and advanced Microsoft Office Suite set-up and troubleshooting skills recommended.
  • Good organizational skills to prioritize multiple tasks and demonstrated problem-solving skills.
  • Ability to provide support after hours for emergency situations, on-call work rotation with the team when necessary.

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