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Enterprise Technical Support Specialist
2 months ago
We are seeking a highly skilled Enterprise Technical Support Associate to join our team at Norwegian Cruise Line Holdings. As a key member of our IT department, you will be responsible for providing first-level support for our enterprise regarding desktops, laptops, wireless devices, voice over IP telephony, and remote connectivity.
Responsibilities- Provide installation, configuration, and ongoing usability of desktop computers, laptops, printers, wireless devices, voice over IP telephones, remote connectivity, peripheral equipment, and software within established standards and guidelines.
- Analyze and troubleshoot issues to determine if other level 2 and level 3 teams such as Engineering, Network, Server, or Security need to be engaged in solution. Coordinate support by creating appropriate tickets and assign to 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 root cause and resolution.
- Provide support to team members from various time zones and work sites, as necessary, with the using 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 are restored to equivalent condition. Installation, maintenance, and upgrade of computer hardware, software, and peripherals.
- Perform other job-related functions as assigned.
- 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 team when necessary.
