Posted by: FDM Group on May 15, 2019
You will work within a global team of support analysts who are the first point of contact for all IT support issues and projects - playing a crucial role in supporting FDM's infrastructure and thus BAU across the globe but mainly the NA region currently consisting of 3 main sites and 2 satellite offices. You will be an escalation point for the 1st /2nd Line teams and look to evergreen the infrastructure and improve practices where possible.
Provide 2nd/3rd Line support both remotely and onsite within the business, predominantly within the NA timezone /region Provide cover for other regions out of hours where necessary/On call Be an escalation path for the 1st / 2nd line analysts Establish, build and grow relationships with internal FDM staff through effective communication, consistency and the provision of a highly professional service. Ensure work is carried out in line with FDM policies and practices Liaise with 3rd party providers/suppliers as required. Procure IT hardware and software in accordance with FDM procurement processes Ensure IT assets are managed and audited Carry out regular field visits to other sites, and any new sites being established; be it temporary or permanent. Work on business projects which involve various stakeholders in the business. Essential Criteria:
Commercially focused Good Customer service skills Excellent analytical skills and organizational skills Strong team working skills Experience in a similar role and passion for IT Problem solving/troubleshooting ability - crucial in this role Exceptional attention to detail and able to work with a high level of accuracy Adaptable, flexible and willing to dedicate time outside of normal business hours when needed Experience of working in ticket-based environment such as Zendesk / Service Now etc Ability to communicate effectively both verbally and in written format with professional language Good time and workload management skills specifically with the ability to prioritize, work to SLAs and take responsibility for own work Adept skillset in the following technologies is mandatory : o Exchange and Active Directory
o Group Policy Management
o Avaya IP Office Telephony (Basic Admin)
o Windows Server OS
o Office 365 administration
o Firewall and Proxies
o Cisco IOS / Networking
o AZURE/AWS/ Cloud services
1-2 years of experience in a similar role Experience in supporting 500+ seats. Printer setup/configuration/administration Android/ Apple IOS experience Additional IT languages ITIL Certified/Awareness Mac OS experience Mobile Device Management Meraki administration FDM is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, national origin, age, disability, veteran status or any other status protected by federal, provincial, or local laws.
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