Support Administrator, IT Operations

Requisition Number: 5264

Position Title: Support Administrator I, IT Operations

External Description:

SUMMARY:  The Support Administrator, IT Operations provides support for customer requests via available IT Support contact channels.  The Support Administrator quickly assesses the users’ issues and provides first and second level support and documents information specific to the incident and its resolution, escalates unresolved issues expeditiously to the appropriate team and fulfills service requests.

RESPONSIBILITIES:
Tasks may include but are not limited to:


Helpdesk

• Provide Tier 1 IT support to Worldwide employees
• Follow processes and procedures set up within the IT Operations department
• Assist Worldwide employees to set-up their equipment and troubleshoot any issues
• Follow up on incidents and user requests to closure within SLA timeframes
• Input all incidents, requests, and related support information in timely and accurate manner into the IT Operations Support ticketing system
• Complete form processing/data entry in a timely and accurate manner
• Follow through with users whose issues are not closed on initial contact, which may include additional communication to the user, a Manager, or other support areas within the team and specifically outside the team
• Keep informed about new developments and best practices within the IT industry
• Follow ITIL or similar standards setup by the IT Operations Support Team

Hardware & Software

• Maintain an accurate registry of hardware and software assets both in stock and in use by Worldwide employees
• Ensure that all equipment is correctly identified and tagged
• Search for any illegal software installed in Worldwide systems and inform the manager about any license compliance issues
• Stay up-to-date with hardware and software changes that could impact the systems and their operation by Worldwide employees
• Ensure that there is always available stock of equipment and accessories for users that can be deployed quickly for new employees or as replacement for faulty equipment
• Work with other team members to setup and maintain a standard image for computer systems to allow for quick deployment of new laptops and PCs
• Understand and apply group policies and other configuration measures that will improve the security, performance and reliability of equipment used by Worldwide employees

Documentation & Training

• Write, review and keep up-to-date documents and guides to be used by both IT Operations Support Administrators and Worldwide employees
• Create, update, and encourage the use of the IT Support Portal both by IT Operations Support Administrator and Worldwide employees
• Train users in the use of computer equipment, software, and connectivity solutions

Administrative Support Functions

• Document all incident information and updates as information becomes available
• Identify and document troubleshooting techniques/steps
• Respond to miscellaneous requests and research from internal staff as directed by the IT Operations Manager
• Attend job-related training

Perform other duties as assigned.  The duties and responsibilities listed above are representative of the nature and level of work assigned and are not necessarily all-inclusive.

 REQUIREMENTS:

• Excellent command of written/oral English (technical)
• 1 to 3+ years technical experience including extensive customer service experience
• Excellent analytical and consultative/customer service
• Bachelor’s degree in related discipline preferred or equivalent work experience

OTHER SKILLS AND ABILITIES:

Technical

• Task orientated, capable of taking ownership of incidents from the moment they are received until their resolution is completed
• Basic knowledge of server hardware and software (Windows 10/11, Windows Server 2012R2 and 2016 and 2019, Exchange 2013 on-prem and O365)
• Basic knowledge and understanding of SD-WAN
• Excellent working knowledge of:
  • IT Operations ticketing system
  • setup, diagnostic and troubleshooting of laptops, workstations, printers, scanners, copiers, etc
  • ghosting & synchronization software (WDS/SCCM)
  • MS Office 365 and other software applications such antivirus, remote support tools, Adobe, etc
  • setup and troubleshooting of internet connectivity and related hardware
  • Mobile applications (iOS and Android)

Personal

• Excellent verbal and written communication and interpersonal skills, including good listening skills and ability to empathize
• Flexible, adaptable, and able to work under pressure and efficiently multitask
• Must have sense of ownership and responsibility
• Self-motivated and self-starter
• Able to succeed and contribute to a team environment
• Punctual, attentive and diligent

Promotion to the next level is not automatic based on years of experience. Personnel are evaluated on proven competency, level of responsibility, and ability to work independently.

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Employment Type: Regular

Community / Marketing Title: Support Administrator, IT Operations

Company Profile:

We’re a global, mid-size CRO that pushes boundaries, innovates and invents — because the path to a cure for the world’s most persist diseases is not paved by those who play it safe, but by those who take pioneering, creative approaches, and implement them with quality and excellence. We are experts, bright thinkers, dreamers and doers and, together, we are changing the way the world experiences CROs, in the best possible way.

Location_formattedLocationLong: Grad Zagreb, HR

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