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Service Desk Technician
Global Eagle Entertainment
Lombard, IL
Uh oh, this posting was removed on 5/6/2019 1:06:00 PM PST
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Role Summary
The Service Desk Technician will be a member of the Global IT Service Team which supports Global Eagle users across the organization.
Key Responsibilities
•Supports business software and hardware platforms
•Provides 1st/2nd line support to Global Eagle employees
•Works with users Globally to evaluate and solve advanced technical issues
•Resolves service tickets on time to meet the organization's SLA
•Leads complex troubleshooting efforts and root cause analysis and implements solutions with minimal supervision
•Supports system installations, upgrades and other maintenance activities for users
•Reviews current environments and proactively plans and implements changes to reduce problems
•Establishes and maintains working relationships with the Global IT Service Desk team
•Creates and updates documentation
•75% end user support and 25% Infrastructure support
•Provides first class customer service
•Performs other duties as required
Qualifications
•Experience with all supported Microsoft desktop operating systems and Microsoft Office
•Experience with all supported MAC desktop operating systems
•Experience with installation and configuration of Linux operating systems in both servers and desktop machines
•Experience with all Microsoft server operating systems and applications (SQL, Exchange, SharePoint, etc.)
•Setup and manage VPN connectivity
•Advanced knowledge of computer and server hardware
•Experience with storage technologies (performance, interconnect, data protection)
•An understanding of user expectations and typical IT policies and procedures
•Advanced knowledge of Active Directory, DNS (Internal and Internet), Network Management Technologies and Group Policy
•Experience with information security, including AV deployment, firewalls, data restore/migration, virus remediation
•Experience with cloud computing - Office 365, Azure, AWS
•Experiencing managing VoIP Telephony PBX, such as ShoreTel or similar.
•Experience working under audit and to strict working practices of Sarbanes-Oxley (SOX) and previous MPAA compliancy highly desirable
•Excellent written and verbal skills
Experience
•3-5 years' relevant work experience, including end user support
•Experience working with IT network applications/procedures and processes
•Must have the ability to correlate ticket types and see trends
•Ability to understand and troubleshoot the Windows family of operating systems including: Active Directory, Exchange, Certificates, PowerShell, and FIM
•Knowledge of Windows Server (experience with Active Directory Domain Services, creating/deleting/modifying of users/groups/organization units)
•Familiar with Microsoft tools and services
•Knowledge of performance monitors and debugger tools
•Experience leading cross-functional projects across remote locations
Physical Demands
•The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
•This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.
Please note : Only shortlisted candidates will be contacted.
Don't worry we have a lot of jobs on the site like this one;
Browse all jobs
Browse the IS/IT Category
Search for Service Desk Technician jobs in Lombard-IL
Role Summary
The Service Desk Technician will be a member of the Global IT Service Team which supports Global Eagle users across the organization.
Key Responsibilities
•Supports business software and hardware platforms
•Provides 1st/2nd line support to Global Eagle employees
•Works with users Globally to evaluate and solve advanced technical issues
•Resolves service tickets on time to meet the organization's SLA
•Leads complex troubleshooting efforts and root cause analysis and implements solutions with minimal supervision
•Supports system installations, upgrades and other maintenance activities for users
•Reviews current environments and proactively plans and implements changes to reduce problems
•Establishes and maintains working relationships with the Global IT Service Desk team
•Creates and updates documentation
•75% end user support and 25% Infrastructure support
•Provides first class customer service
•Performs other duties as required
Qualifications
•Experience with all supported Microsoft desktop operating systems and Microsoft Office
•Experience with all supported MAC desktop operating systems
•Experience with installation and configuration of Linux operating systems in both servers and desktop machines
•Experience with all Microsoft server operating systems and applications (SQL, Exchange, SharePoint, etc.)
•Setup and manage VPN connectivity
•Advanced knowledge of computer and server hardware
•Experience with storage technologies (performance, interconnect, data protection)
•An understanding of user expectations and typical IT policies and procedures
•Advanced knowledge of Active Directory, DNS (Internal and Internet), Network Management Technologies and Group Policy
•Experience with information security, including AV deployment, firewalls, data restore/migration, virus remediation
•Experience with cloud computing - Office 365, Azure, AWS
•Experiencing managing VoIP Telephony PBX, such as ShoreTel or similar.
•Experience working under audit and to strict working practices of Sarbanes-Oxley (SOX) and previous MPAA compliancy highly desirable
•Excellent written and verbal skills
Experience
•3-5 years' relevant work experience, including end user support
•Experience working with IT network applications/procedures and processes
•Must have the ability to correlate ticket types and see trends
•Ability to understand and troubleshoot the Windows family of operating systems including: Active Directory, Exchange, Certificates, PowerShell, and FIM
•Knowledge of Windows Server (experience with Active Directory Domain Services, creating/deleting/modifying of users/groups/organization units)
•Familiar with Microsoft tools and services
•Knowledge of performance monitors and debugger tools
•Experience leading cross-functional projects across remote locations
Physical Demands
•The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
•This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.
Please note : Only shortlisted candidates will be contacted.
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