Technical Support - Sr

Job Title: Technical Support - Sr

Location: 802 Delaware Avenue, Wilmington, DE

Duration: ~9 months

Job Description: PowerUp Technician

Provide customer first support for a fast-growing business group of team members in multiple divisions where excellent customer service and engagement are our highest priorities. Heavy focus on laptop support with an even mix of Windows PC's, Macs, and Mobile Devices. Assist the Service Desk by actively taking/resolving intake calls

Responsibilities:

Provide support for a fast growing group of team members in multiple divisions

Heavy focus on laptop support with an even mix of Windows PC's, Macs, and Mobile Devices.

Top notch customer focused support

Excellent written and verbal communication skills

Engaged in cross-train efforts amongst peers where applicable

Contribute to site level operational readiness, process improvements

Effectively manages up as needed

Self-aware of gaps in skills, works to improve

Frequent collaboration with site lead, acting as back-up when delegated to

Cross platform collaboration with immediate peers

Assist the Service Desk by actively taking/resolving intake calls

Basic Qualifications:

High School Diploma, GED, or equivalent certification.

At least 3 years of experience in remote administration and end user support.

At least 3 years of experience with Windows 10 or earlier operating systems.

At least 3 years of experience with ticketing and traffic reporting tools (Zendesk, HPSM, ServiceNow).

At least 1 year of experience with Google suite applications.

At least 1 year of experience with macOS (High Sierra)

Preferred Qualifications:

Bachelor's Degree in Business, Information Systems, Computer Science or Military experience.

1+ years of experience with Active Directory services integration.

1+ years of experience with defining, implementing, and leveraging process (change, incident, problem) management functions.

Apple certification(s).

1+ years of experience with virtualization technologies, to include VMWare tools (Fusion, ESX).

1+ years of macOS Server administration experience.

1+ years of experience with Active Directory.

1+ years of macOS Server administration experience.

1+ years of experience with platform management and integration, to include JAMF Casper Suite or SCCM

1+ years of experience with productivity tools running on Mac, to include MS Office, Lync or Skype

1+ years of experience with Mac experience supporting 100+ end users

1+ years of experience with image deployment, software and system testing and encryption and security tools (McAfee) on Windows and macOS