Job Purpose:

Provides high level technical support for employees and customers over the phone and onsite for enterprise applications and systems. Also, provides hardware support for workstations, laptops, printers, mobile devices, and other IT equipment, including, inventory, repair, deployment, maintenance, and disposal. Responsible for troubleshooting hosting systems and applications necessary for clients.

Job Responsibilities:

Essential Functions:

The position operates under limited supervision with a great deal of independence in daily tasks.

1. Resolve 2nd and 3rd level support tickets / calls and escalate as necessary to developers or vendor.
2. Responds to system failures and works with internal or vendor teams to minimize business impact.
3. Train other IT and Help Desk support staff as needed
4. Interacts closely with support, other internal teams, and vendors as needed to ensure smooth operation of all computing environments and systems.
5. Use remote systems management tools to gather hardware and software inventories, install new or updated software, provide remote management of systems for troubleshooting purposes, upgrades, and configuration changes
6. Research, tests, and implements new products
7. Support corporate applications
8. Assist team manager or director with department operations such as budget planning / management, assisting in team reviews, creating project plans and timelines.
9. Able to execute tasks such as:
   1. Installing, configuring, testing, and maintaining operating systems, applications and system management tools
   2. Systems management (Server Backups, storage, SSL, system patches, AV Updates, AD, DNS, FTP, Load balancer etc)
   3. Firewall and Network Management: Configure firewall rulesets for VPN, whitelist and security zones, configure switchports / VLANs, maintain data circuits.
   4. Virtual Environment design, implementation and management: Azure, AWS, VMware.
   5. Security PCI / SOC: Work with InfoSec team to implement and maintain compliance
   6. Change tracking / logging in ticketing system of all infrastructure changes.

Non-Essential Functions:

1. Ability to be on-call after normal work hours and weekends
2. Be “remote-hands” for moves, adds and changes in server rooms / data centers

Requirements:

Required Education and Experience:

1. Bachelor’s degree or equivalent technical experience
2. At least 5 years of experience supporting end users and providing technical assistance across multiple operating systems
3. Ability debug and diagnose computer, connectivity, and voice issues
4. Experience working across multiple disciplines (Servers, Desktops, LAN, WAN, Voice)
5. Advanced knowledge of networking including wireless and wired, VoIP, Servers and various applications
6. Advanced knowledge of Windows, Cisco switches, Citrix NetScaler, Palo Alto / Cisco Firewalls and Vmware / Azure
7. Ability to produce support documentation for products/systems
8. Advanced experience with Active Directory account administration

Preferred Education and Experience:

1. Bachelor’s degree or equivalent experience.
2. Related certifications

Expected Competencies:

1. Strong verbal and written communication skills
2. Must be able to prioritize and take initiative
3. Demonstrate excellent service skills
4. Strong English communication skills, both written and verbal

Work Environment:

This job operates in an office environment. Working in an office environment requires a high degree of discipline and the ability to work with others in a moderately noisy open office environment with centrally controlled head/AC setting.

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.

While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

Position Type/Expected Hours of Work:

This is a full-time position. Days and hours of work are Monday through Friday, 9:00 a.m. to 6:00 p.m.

Occasional evening and weekend work may be expected in case of job-related emergencies or client needs.

Travel:

This position may require up to 10% travel. Travel may be outside the local area and overnight

EEO Statement

Cendyn provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Cendyn complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Cendyn expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Cendyn’s employees to perform their job duties may result in discipline up to and including discharge.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.