Tech Support Analyst

Company: Mercuria Energy America
Location: Greenwich
Posted on: January 16, 2022

Job Description:

The below job description outlines the initial scope of the role, but could potentially change with time as the successful candidate develops further knowledge and experience of the skills required to be successful within the role and the Mercuria organization.
ContextContract to perm Tech Support Analyst position located at our Greenwich, CT. office to work as part of our 1st and 2nd line of Global IT support to the business, this role will primarily provide:----------------Prompt and efficient triage of Tier 1 and 2 incidents, incident management and resolution--------------Troubleshooting computer and network related issues--------------Prompt escalation and collaboration in relation to tier 3 incidents--------------Logging of all incidents using a ITSM tool (Service Now)--------------Respond to customer inquiries via phone, Microsoft Teams, email, and the service desk portal.--------------Provisioning of computer equipment and peripherals to employees; maintain and repairexisting IT equipment.--------------Tier 1 and 2 tasks and monitoring of Backups, Active Directory, Mail filters, Anti-Virus, RSA,Nexthink and other operational tools--------------End-user software/hardware installation and configuration; perform upgrades.--------------User and team training, and guidance on best practices--------------Support global IT initiatives--------------Administrative tasks related to job role--Technologies needed:--------------Detailed knowledge of Windows 10 operating system and MS Office products--------------Strong knowledge and hands-on experience of help desk level Active Directory (Users andcomputers, Group Policy)--------------Administration of file/folder level permissions, file shares, and related security--------------Experience of MDM mobility solutions such as Microsoft Intune--------------Strong Office 365 knowledge and experience required (O365 user management and help desklevel related tasks)--------------SharePoint and Exchange Online support a plus--------------Ability to troubleshoot user-level related network problems (DNS, DHCP, WIFI, VPN, )--------------Troubleshoot printer and printing related problems both locally and on the back end server--------------Strong knowledge of ITSM tools like ServiceNow or similar----The successful candidate will bring a deep technical understanding of the infrastructure services Mercuria provides, but will have strong experience of customer liaison and team integration.--The position will report directly to the Technical Support Lead in NA, however they will have to maintain strong relationships across all IT functions including application development & support teams, the regional IT functions and directly with the business where needed.--

Keywords: Mercuria Energy America, Greenwich , Tech Support Analyst, Professions , Greenwich, Connecticut