Specialist, IT Support (casi)

IT Support Specialist

Job Summary:

IT Support Specialist plays an integral part in maintaining enterprise-wide operating systems, application systems, network, database, and cloud hosting facilities to ensure high availability, security and integrity of the network and computer systems. The role organizes, installs, secures and support CASI's computer system. These includes Local Area Network (LAN), Wide Area Networks (WAN) and other data communication systems such as internet and intranet.

Essential Functions:

• Serve as the first point of contact for customers, seeking technical assistance over the phone, email or in-person.
• Installing and configuring operating systems, software, hardware, security tools, database and networks.
• Provide technical support to customers, by diagnosing and resolving technical issues; escalate unresolved issues to the appropriate team.
• End User Services Maintenance: Collaborates with peers on planning of all activities associated with the support and maintenance of the end user services software, tools cloud computing and hardware. Provides ongoing recommendation to IT manages services support group for critical operational issues related to tools, software and hardware.
• Performance & Capacity Management: Provides feedback with capacity planning information to IT managed services provider. Responsible for efforts related procurement & disposal of assets. Collaborates with IT managed services provider to establish correct dataset which need to be gathered to report on service utilization. Ensures performance measurement indicators for End-User service and responsible to work collaboratively with IT operations / Service provider to maintain expected targets.
• Monitor and track all the IT equipment and ensure that everything is accountable.
• Identifying operational gaps and making recommendations on proposed enhancements to the existing services and hardware.
• End-User Services Support for CASI: Primary lead on 24x7 support activities related to end-user education and adoption of end-user IT Services. Researches, recommends & evaluates for the end-user services, new products & solutions. Contributes to the Road Maps for End-User Services and prioritizes the certification process for hardware, mobility, and cloud computing for CASI. Contributes to the continual service improvement plans for the overall end-user services & hardware monitors and enforces end user compute standards & policies related to end-user services whenever deemed necessary.

Qualifications:

• With bachelor's degree in IT or any related field.
• Preferably with 4-7 years of solid experience in IT Operations and end user support.
• With at least 7+ years knowledge of Microsoft Office 365 and related services and mobile application deployment methodologies.
• Qualified to troubleshoot of complex integrated services between operating environments required.
• Experience with supporting large personal computing environments.
• Vast knowledge of residential WIFI network (internet service providers)

Ethics and Compliance:

• In addition to other duties/functions, this position requires full commitment and support for promoting ethical and compliant culture. More specifically, this position requires integrity, honesty, and respectful treatment of others, as well as a willingness to speak up when they see misconduct or have concerns.