End User Support Expert

Job Summary:

The End User Services Expert is responsible for providing both remote and hands-on desktop technical support to a varied community of users. This role supports their primary place of work, with the occasional remit of providing support to various other locations, as required by the business.

The End User Support Expert is responsible for delivering products and projects and providing technical support to a wide range of users at all levels. Equally comfortable, confident and professional whether offering support remotely or 'hands-on' at a desk.

This role also requires flexibility as off-hours support may occasionally be required to support service restoration and project completion.

Primary Responsibilities:

• Deploying and administering End User Service core infrastructure technologies (including end-user laptops/desktops, computing servers, printers, network equipment, voice and video hardware, handheld scanners, voice picking headsets and mobile devices)
• Responding to IS incidents assigned, to perform incident resolution or, when needed, escalation to the appropriate group.
• Executing software installation and deployments to the end user community.
• Executing device asset change tasks and reflecting such changes in appropriate hardware asset register database.
• Providing IS assistance and consultation to the end users.
• Distribution of new user IS starter package and providing initial user IS orientation.
• Ensuring security and policy compliance while performing technical tasks.
• Contributing to technical documentation, knowledge articles, procedures & process definitions.
• Performing emergency or periodically planned information systems administration tasks, maintenance/upgrades and configuration changes.
• Adhere to all PPE and GMP requirements.
• Maintain clean, safe, and organized work environment.
• Performs other related duties as assigned.

About Our Team:

We are looking for energetic candidates to grow with us at Octopi.

Qualified individuals are detail-oriented, collaborative, growth-focused, and self-motivated. Our team is a community; we are open, informal and laid back, but also hard working and respectful of others. You should be as well.

Qualified and interested individuals should please submit their letter of intention and resume.

Compensation varies based on experience. Health insurance, dental, vision, paid time off, 401k and other extra perks.

We are an equal opportunity employer.

Offers of employment at Octopi are contingent upon clear results of a thorough background check. Background checks will be conducted on all final candidates, as deemed necessary.

Required Skills/Abilities:

• Strong knowledge of ITIL disciplines.
• Proficiency in Microsoft Office Suite.
• Experience of working with 3rd party delivered services.
• Excellent analysis, diagnostic investigation and problem-solving skills.
• Excellent verbal and written communication skills.
• Excellent customer service skills.

Preferred Skills/Knowledge:

• Proficiency in Google Workspace.
• Experience with ServiceNow ticketing system.
• Experience working with macOS and Windows operating systems.
• Experience working with Cisco Meraki, Unifi, and/or Fortinet networking equipment.

Education/Experience:

• Associates degree in technical field or 3-5 years' experience, required.

Compensation details: 0 Yearly Salary

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