Jr. IT Support Analyst

Job Description

SUMMARY:

This is a Jr. support role. The role will be supporting PRGX employees in the Manchester office, as well as globally, with hardware, software, and technical troubleshooting. The ideal candidate will have a strong understanding of computer hardware and software, excellent problem-solving skills, and a customer-oriented approach. Candidates who also speak French would be highly preferred.

JOB DUTIES & RESPONSIBILITIES:

· Provide technical support to end users via phone, email, chat, or in-person.

· Approach support with a customer-centric attitude from the perspective of the end user.

· Availability to be onsite in our Manchester UK location five days a week.

· Troubleshoot Windows and Mac computers, applications, hardware, peripherals, and related issues

· Creating and tracking tickets using JIRA to resolve within defined SLA

· Troubleshoot and support proprietary applications.

· Troubleshoot and support 1st level networking and connectivity related issues.

· Work cross-functionally with other support organizations to ensure customers’ satisfaction and bring closure toopen issues.

· Troubleshoot problems and determine proper resolution for all level 1 and some level 2 issues.

· Understand when and how to escalate issues to other teams.

· Understand and communicate effectively with customers, including senior leadership team members.

· Provide ongoing and timely feedback to the customer while the issue is worked to resolution.

· Provide feedback to management on recurring hardware/software issues.

· Develop expertise with PRGX system images and hardware platforms.

· Maintain a positive and helpful attitude when working with customers, team members, and other teams.

· Participate in pilot testing of new hardware and software solutions.

· Document and update technical procedures and solutions for future reference.

· Provide training and guidance to users on basic hardware and software usage

· Other duties and responsibilities may be required at the discretion of management.

· Contributes to the success of the organization by helping others accomplish job results, learning new skills needed by the team and finding new ways to help the team.

· Flexibility to work outside of regular business hours when necessary.

WORK EXPERIENCE AND EDUCATION REQUIREMENTS:

French speaking.

Higher education college course in computing or IT support; or Level 2 Certificate in ICT Systems Support or Level 3 Diploma in ICT Professional Competence; or 1 year IT support related experience and/or training; or equivalent combination of education and experience.

Prefer minimum of 1 year of experience in an IT Support related role. Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or similar are a plus.

Basic understanding of laptop and desktop computer hardware and software in an enterprise network LAN/WAN environment.

Familiarity with Active Directory and networking concepts.