Job Title

Key Responsibilities- Respond to requests for technical assistance by phone, email, chat. - Manage incidents and problems in the incident management system. - Act as a liaison between users and technical escalation teams. - Follow-up on open incidents and provide status updates. - Escalate problems to appropriate teams when required. - Maintain hygiene in ticket documentation and overall ticket quality. - Identify and learn appropriate software and hardware used by the firm. - Encourage users to use self-help resources and demo common issue solutions. - Troubleshoot technical issues related to desktops, laptops, mobile devices, Cisco Phones. - Configure and troubleshoot virtual computers hosted via ESX servers. - Troubleshoot Microsoft Office applications suite including Teams, O365. - Troubleshoot issues related to VPN, RSA SecurID, corporate applications on mobile devices. - Troubleshoot issues related to Cisco Phones, IP Phones, Jabber, Zoom. - Work extended hours when business needs. - Flexibility to work in rotational shifts and week offs. - Ability to work under high pressure.Must-Have Skills- MDM - Mobile Devices - Networking - Active Directory - CiscoNice-to-Have Skills- RSA - Vendor Management - VPN - Documentation - Incident Management - Microsoft Office - Strong Communication Skills