Enterprise Technical Support Associate

3 months ago

Miami, United States Norwegian Cruise Line Holdings Full time

Responsibilities

JOB SUMMARY: Responsible for providing 1st level support for the enterprise regarding desktops, laptops, wireless devices (phones, tablets), voice over IP telephony, remote connectivity. Assist with the configuring, testing, installation of new software.

DUTIES & RESPONSIBILITIES:

Receive and respond to incoming calls, emails, walkups, and work-related tickets regarding any user problems. 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 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 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.

QUALIFICATIONS

DEGREE TYPE: Associate's Degree

FIELD(S) OF STUDY: Information Technology or Management Information Systems

EXPERIENCE: 0-1 year of experience troubleshooting hardware, software or providing desktop and/or help desk support.

COMPETENCIES/SKILLS:

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.  Technical knowledge of PC internal components. Extensive knowledge of various network and local models and brands of printers/scanners is needed to support all users. Knowledge of network connectivity and switching technology needed to work in network wiring closets and to be able to activate ports and run cables as part of moves and changes, and in troubleshooting.  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.

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