IT Support Technician

ABOUT US:
RS Integrated Supply is a rapidly growing leader and global provider of comprehensive supply chain services that drive increased productivity and profitability for our clients, including: Supply Chain Services, Asset Services, Master Data Leadership SM and Technology. We currently deliver our highly focused expertise through integration at more than 220 customer sites across the North America, Europe, and Singapore.

ABOUT THE ROLE
The purpose of the role is to provide level 1 and level 2 onsite and remote support for computers running versions of Windows operating systems via tickets raised by our end-users. In addition, the candidate will support smartphone and tablet devices. The IT Support Technician will provide efficient and effective technical assistance to all areas of the business by providing support for IT hardware and software. The support technician will take responsibility for support tickets and will also grant access to applications required by the end users. The Technical Support Technician must possess initiative, drive, and have the broad relevant technical knowledge necessary to maintain the company infrastructure.

SCHEDULE: Mon-Fri | 8 am - 5 pm (Hybrid: 2 days onsite)

COMPENSATION: $55K - $65K

KEY RESPONSIBILITIES
• Provide remote, home-based, and office-based 1st line support for all RSIS users and external clients, such as password resets, printer installations, and software/hardware-related queries. Troubleshoot, diagnose, and resolve technical issues
• Provide 2nd line fixes in areas such as Microsoft 365, Outlook, user permissions, licensing, drive mappings, and multi-factor authentication support for remote users
• Proactively pick up and progress tickets from the RSIS ITSM tool, or progress tickets assigned to you by the IT Service Desk Team or IT Infrastructure Manager. Ensure tickets are maintained with regular updates and detailed resolutions
• Build, configure, and distribute end-user devices, such as laptops, desktops, and tablets, by utilizing Autopilot for RSIS Users. Install authorized software via Microsoft Intune. Ensure installed apps are up-to-date and supported
• Create purchase requisitions for RSIS software or hardware and ensure all inventory logs for RSIS equipment and users are maintained
• Process RSIS joiners, movers, and leavers – creating new user accounts, granting access to applications, performing role changes internally, and processing employee departures
• Assists in server-level work where necessary and has a willingness to learn. Including but not limited to patching the server environment and installing application updates.
• Manages and maintains hardware inventory through our inventory management system.
• Perform administrative, non-technical support duties to ensure BAU is maintained
• Performs work under minimal supervision and is customer service oriented. Handles issues and problems and collaborates with others to resolve more complex issues and escalates where necessary.
• Updates knowledgebase with relevant FAQ or end-user support documentation, allowing for end-user self-support.
• Provide assistance and support to colleagues across the wider IT department
• Updates job knowledge by participating in educational opportunities and reading professional publications.
• Carry out such other duties which are consistent with the nature of the job role

CANDIDATE REQUIREMENTS
• Bachelor's Degree or equivalent experience.
• Knowledge of ITIL processes and procedures
• Strong technical skills in resolving 1st and 2nd line IT issues.
• Experience of working on a service desk within a fast-moving environment
• Good understanding of data protection/information security.
• Comfortable communicating both verbally and in written form with users of all levels across the business.
• Experience in hardware and software installation and configuration
• Good knowledge of Windows operating systems, Office 365, and Microsoft Office packages
• Knowledge of IOS and Android configuration and support
• Knowledge of Zebra or similar label printers.
• Strong customer service skills
• Being a team player, contributing to the success of the department in a professional, constructive, and collaborative manner
• Performing in a hybrid working environment
• Attention to detail and always mindful of accuracy

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