Help Desk/NOC Technician - Tier 1

About the Job

The Help Desk Technician provides daily support to client inquiries and work requests relating to issues/concerns of IT related systems. They will assist in handling troubleshooting, and resolving tickets as they are submitted into the ticketing system. 

Responsibilities

  • Monitor and identify issues and escalate appropriately

  • Provide phone support and remote troubleshooting for hardware and software support

  • Monitoring departmental phone and email workloads to ensure Service Levels are achieved

  • Possesses the ability to complete multiple simultaneous tasks in a timely manner

  • Provide leadership during service disruptions

  • As a member of the Help Desk team, leads by example in the daily carrying out of Help Desk responsibilities

  • Assists manager and other team members in maintaining documentation

  • Image and deploy PCs and laptops to users

  • Helps with keeping enterprise managed applications up to date (Anti-Virus, Web Filtering, Patch Management, Spam Filtering, etc.)

  • Participate in scheduled monthly maintenance during off-peak hours and occasional off-business hours

  • Helps to ensure that daily backups are performed and completed without error, provide timely data restores when necessary and manage off-site backups

  • Proactively identify opportunities for continuous improvement.

Qualifications

  • Preferred Education:

    • Associates degree or higher related to Information Technology preferred

  • Preferred Work Experience (years):

    • 0-2 years of experience associated with the technical support of PC Hardware, Windows OS, and standard desktop applications such as word processing, e-mail, and virus protection

    • Previous Windows Server OS, Exchange, Active Directory, Remote Monitoring and Management Tools, ticketing system experience preferred

  • Key Skills and Competencies:

    • Able to multi-task while working under pressure and meeting deadlines

    • Excellent communication skills

    • Analytically inclined with attention to detail and accuracy

    • Strong problem solving skills

    • Strong organizational skills

    • Ability to work independently

    • Good interpersonal skills

    • Excellent time management skills

    • Candidate must be able to follow defined procedures and have a fine attention to detail

Interested? Send your cover letter and resume to careers@winsorgroup.com.

Senior Systems and Network Consultant

About the Job

The Senior Systems and Network Consultant provides daily support to multiple client relating to issues/concerns of existing IT-related systems and new system implementations and upgrades. They will assist in handling troubleshooting, and resolving tickets as an escalation point for a multiple tier help desk.  Systems and Network Engineers are key contributors in the success of our NOC and Network Project Installations. This is achieved by ensuring client satisfaction throughout the project and by using years of experience to follow best practices.

Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Ability to prioritize tasks and work on multiple tickets and/or projects simultaneously.

  • Excellent listening and communications skills, both verbal and written.

  • Work collaboratively in a team environment

  • Strong customer relationship skills.

  • Organized, detail-oriented and self-motivated.

  • Ability to provide and maintain detailed documentation on each job.

  • Ability to successfully train the client on the new solution(s) implemented.

  • Problem-solving abilities and ability to meet reasonable deadlines.

  • Ability to build positive and collaborative relationships.

  • Willingness to develop professionally.

  • Ability to work with little supervision and manage a project team.

  • Provide leadership during service disruptions

  • Participate in scheduled monthly maintenance during off-peak hours and occasional off-business hours

  • Proactively identify opportunities for continuous improvement.

  • Candidate must be able to follow defined procedures and have a fine attention to detail

  • Participate in on-call rotation

Qualifications

  • Preferred Education:

    • Associates degree or higher related to Information Technology preferred

  • Work Experience:

    • 5+ years of Systems and Network installation and administration

    • Managed Service Provider, multi-tenant, or consulting experience desired

  • Significant Experience with the following technologies:

    • Windows Server and Active Directory environments

    • Microsoft Exchange and Office 365

    • Enterprise storage and SANs and related storage protocols including ISCSI and NFS

    • VMware vSphere

    • Cisco and Fortinet security products

    • Cisco and HPE routing, switching, and wireless

  • Desired experience

    • Enterprise storage vendors including NetApp, HPE, and EMC

    • Cisco iWAN experience

    • Cisco UCS experience

    • Cisco, ShoreTel, and Mitel telephony

    • Microsoft SharePoint

 Interested? Send your cover letter and resume to careers@winsorgroup.com.