Technical Support Level II

ABOUT THE ROLE

As part of the Information Technology and Global Security team, you will deliver latest technology infrastructure, transformative software solutions, and industry-leading security. You will design, implement, and strategize IT solutions in a hyperconnected world, playing a core role in developing the future of Integrated Services.

MAIN DUTIES

The position requires end-to-end accountability for ensuring on-premises network and desktop environments are functioning correctly.

• Technical Support & Infrastructure: Provide end user support across desktop, network, telephony, and applications; maintain, troubleshoot, and repair computer systems and peripherals; manage Local DNS/DHCP/File servers.
• Incident & Problem Management: Active participation in Incident Management, specifically Sev1 incidents; conduct root cause analysis (RCA) and initiate troubleshooting sessions to isolate problems.
• Security & Compliance: Ensure PCI and HIPAA compliance; implement security controls via Active Directory group policies; maintain ISO 27001 and COPC standards; conduct site hardening and HDD encryption.
• Management & Operations: Oversee and manage a team of 5-10 people; schedule work hours and shifts; provide performance feedback; assist in hiring and management reporting.

Working Conditions

• Shifts: Rotational shifts, willing to work predominantly in night shifts within a 24/7 environment.

REQUIREMENTS

Applicants must have a strong technical foundation and several years of professional experience in enterprise environments.

• Experience & Education: 6.5+ years’ experience supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment; Bachelor's Degree or Postgraduate in IT, Computer Applications, or Electronics.
• Certifications & Frameworks: Knowledge of ITIL V3 Framework; ITIL V3, MCSE, CCNA or similar certifications are preferred.
• Technical Skills: Intermediate understanding of Enterprise Networks, Active Directory, Windows servers, and SCCM; demonstrable experience in ticket resolution using Remedy.