IT Desktop Support Engineer
4 weeks ago
The IT DesktopSupport Engineer is responsible for Service Desk ticket diagnosticsand escalating to the appropriate team member. The person will bethe liaison between ReleasePoint IT support at the Claremont officeand the business systems users in Hyderabad India providingtechnical support and account setup assistance to the businessusers. The IT Desktop Support Engineer will be responsible foronsite support of all employees in India using ReleasePoint ownedequipment. In addition the IT Desktop Support Engineer will assistin RPNet client user account administration including setting upnew user accounts resetting passwords and other account maintenanceactivities.
Requirements
TheIT Desktop Support Engineer performs duties andresponsibilities including but not limited to thefollowing:
Act as the primary onsite ReleasePoint technical contact to theManila team using ReleasePoint owneddevices.
Coordinate with the ReleasePoint US IT team to deliver localtechnicalsupport.
Respond to support requests and inquiries in the helpdesk systems.Perform troubleshooting to isolate and diagnose system problems onnetwork connectivity workstations printers scanners and othercomputerperipherals.
Triage and resolve technical issues received by the ReleasePointService Desk. Some examples are login and access issues softwarelicensing renewals and passwordresets.
Assist with new hire account setup access changes and accountrevocation.
User account administration in RPNet: Create maintain and disableuser access in RPNet. Respond to password resetrequests.
Maintain the physical devicesonsite.
ProfessionalRequirements
- Bachelors degree in computer science or related field or relatedexperience
- Minimum2 years of relevant experience supporting information technologyservices including Windows business applications and associateddesktop hardware andperipherals.
- Experiencewith a helpdesk managementsystem
- Experiencein computer security regulated environments or healthcare ITpreferred
- Proficientwith Microsoft Windows Mac OS VPN/Remote access and antivirussoftware.
- Generalknowledge of Active Directory user accountconcepts.
- Knowledgeof information security principles including risk assessment andmanagement threat and vulnerability management incident responseand identity and accessmanagement.
- Knowledgeof network infrastructure protocols and concepts including routersswitches firewalls TCP/IP FTP MFT web hosting andDNS.
Benefits MedicalBenefits
Great workCulture
Essential Functions Design, implement and maintain complexenterprise network solutions using Juniper switches and Palo Altofirewalls Configure and manage firewall policies, VPNs, and networksecurity systems Monitor network performance and resolve any issuesthat arise in a timely and efficient manner Collaborate withcross-functional teams to identify and resolve network-relatedissues Maintain up-to-date knowledge of industry developments andtechnologies Participate in the development and implementation ofdisaster recovery plans Document network configurations and designsProvide application and development environment and team support.Will be required to resolve Production issues and troubleshootproblems. Will provide on call and after-hours support, respondingto alerts and requests for assistance. Provides Security monitoringand incident response if needed. Professional RequirementsBachelor's degree in Computer Science, Information Technology or arelated field Minimum of 10 years of experience in networkengineering with a focus on Juniper switches and Palo Altofirewalls Strong understanding of routing protocols such as OSPFand BGP Knowledge of network security best practices and experiencewith network security systems Excellent analytical andproblem-solving skills Strong written and verbal communicationskills Ability to work independently and in a team environment CCNPor JNCIS certification is a plus ITIL experience and processfamiliarity o Incident / Problem Management o Change Management oRequest Fulfillment Strong oral and written communicationsskills.
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