Technical Support Analyst 32 views

Job Overview

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An opportunity has arisen for a Technical Support Analyst II to join our Endpoint Services support team in Nicosia. The Technical Support Analyst II is a customer centric role responsible for providing technical support to the end-user community and associated enterprise applications, network connectivity, desktop infrastructure (both physical and virtual), operating systems, software, hardware, and peripherals. Responsibilities include handling multiple communication channels for support requests from end users including incoming calls, tickets within the IT Service Management system, instant message, and email to record and resolve reported incidents, service requests, and access requests within agreed service levels. The technician will investigate and respond to all support requests by following documented process and procedures with the goal of restoring or fulfilling endpoint services for end users in the most efficient manner available. The role includes weekly rotation for after-hours on-call support.

 

Key Responsibilities:

  • Provide excellent customer service using active listening and communication skills
  • Provide first and second level technical support, which includes centralized incident and request handling for customers with a focus on first call resolution; use best practices for incident management including detailed ticket documentation, and application of analytical skills to identify root cause and quickly determine the resolution.
  • Diagnose, triage, and escalate incidents and requests to appropriate tier 3 and tier 4 assignee and/or team. Respond to incidents, requests for service, and questions within required response times.
  • Troubleshoot and repair hardware and software issues on multiple operating systems.
  • Provide on-site and remote technical support using tools for standard configurations of workstations, laptops, operating systems, software, hardware, printers, and peripherals.
  • Assist in system upgrades and maintenance, including, but not limited to, add and/or remove memory, hard drives, video cards and power supplies.
  • Prepares desktops and laptops by imaging devices in preparation for deployment and tests them for correct operation. Maintains an image for hardware set-up. Ensures physical and Virtual Desktop Infrastructure (VDI) devices interconnect seamlessly with application servers, mail servers, etc. Sets-up and configures appropriate hardware and software for new team members as primary specialist.
  • Maintains the functionality and efficiency of computer and user objects in active directory while maintaining correct Organizational Units (OU). Unlocks team member accounts, when necessary.
  • Update Asset Management systems to reflect user hardware assignments and leverage other systems (AD, Patching System, AV) to audit, reconcile & correct invalid inventory data.
  • Enter orders into the procurement system and track approvals for updates.
  • May complete more complex project tasks on their own, function with limited oversight and even be included as SME or primary PoC for specific tasks within a project plan.
  • Assists with adherence to technology policies and compliance with all security controls.
  • All other duties as assigned.

 

 

What Are We Looking For in This Role?

Minimum Qualifications:

 

  • Bachelor’s Degree: Major in Computer Science preferred, other majors considered. Willing to accept additional experience in lieu of a degree
  • Typically, Minimum 2 Years Relevant Experience
  • Experience and certification in system / OS administration or related experience. Experience in an IT Server, Network, and/or PC Support environment, or experience in an IT customer support environment will be considered

Preferred Qualifications:

 

  • Strong Troubleshooting and Problem Resolution Skills
  • Thinks Analytically and Strong Research skills
  • Self-motivated
  • Excellent Customer Service skills, Proven team player with outstanding interpersonal and communication (written & oral) skills Experience (active listening and communication skills, Attention to detail, Problem-solving, Time management) of cross functional working and cultural sensitivity
  • Demonstrated experience supporting end user Windows 10/11, MacOS, Virtual Desktop Infrastructure (VDI), GSuite Tools, Android and Apple devices within an enterprise setting
  • Good Knowledge and administration of Microsoft Active Directory

 

TSYS offers structured career development, supported by training that provides the opportunity to learn and develop.

In addition to a competitive salary, you’ll have access to an excellent benefits package, including:

  • Private medical insurance for you and your family, non-contributory, in and out patient cover
  • A well-established, strong provident fund
  • Life insurance (3x base salary)
  • 21.5 days’ holiday, plus 14 public / bank holidays
  • Flexible working (hybrid model – part from home, part from office)
  • Wellbeing initiatives with access to support services
  • On-site subsidized canteen & barista
  • Modern offices opposite the Mall of Cyprus with gym and showers, games room (pool table, table tennis, darts, table football, play station) & prayer/meditation room
  • Store discounts
  • Regular social events and charitable initiatives to give back to our community.

To apply for this position, please visit our website www.globalpayments.com/about-us/careers and apply through the online system. All applications will be treated in the strictest confidence.

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