Technical Support associate (it help desk - tier 2)Continuum Global Solutions

Do you have IT Service Desk or Desktop Support experience? Are you looking to advance your IT career with a growing, global company? We are hiring Technical Support Analysts who will provide Tier II support to Continuum's IT Global Service Desk. In this role, you will by provide technical troubleshooting services through telephone or email and proactively monitor the network health status via Solarwinds, telephony status via Prognosis, manages Incident Notifications, escalations and prepares post incident analysis. Interested? APPLY TODAY!
 
RESPONSIBILITIES:
Creates, modify, and deactivates Active Directory user accounts based on policies and requests
Practice First call resolution
Ensures PC’s found in the network are assigned in the correct Organizational Unit
Create and contributes new contents based on best practices and new learnings to aid to the betterment of the team
Monitors and keeps track of documents for the deployment of equipment 
Records receipt of equipment’s to ensure complete accessories are received and in good working condition
Records missing equipment’s based on return equipment’s of the employee’s and reports it to Tier 2 Team Lead
Maintains equipment’s to ensure optimal performance
Images desktops based on the required platform needed by Operations
Reports any missing equipment’s or items low on stock to Team lead immediately
Participates and performs in project calls and ensure procedures are properly followed and performed
Knowledge of Change Gear Request and process and Incident Management protocols
VDI Administration and monitor use of access and connections 
Runs CMDB to ensure equipment’s are scanned and recorded in the Configuration items
Maintains proper cabling in the server room 
Assist Telecoms, Systems, and Network engineering with onsite equipment configuration and setup in the server room 
REQUIREMENTS
Minimum 1 year Technical, Desktop or IT Service Desk experience
Ability to handle large volume of inbound and outbound calls 
Knowledge of Active Directory, O365, and ticketing system
Knowledge of network connectivity, installation, maintenance, hardware and software configuration
Ability to gather information, diagnose problems, solve issues remotely and share best practices to the team by documenting resolution steps
Knowledge of Incident, Change, Problem management and Service Request lifecycle
Flexibility to work various shifts including weekends, holidays, split shifts based on business need.
PERKS & BENEFITS
Annual Salary Range: 350,000 - 500,000 (based on experience)
Stable Full-Time Employment & Bonus/Incentive Pay
Insurance & Other Company Benefits
Fun, Healthy Work Environment

2 to 4 Years Experience
High School graduates are welcome