Job Description

Role Description
The Netrix corporate IT support team provides IT systems and helpdesk support for Netrix staff globally. The ideal candidate for this role should have demonstrated experience working in an internal IT support position supporting corporate employees (internal customers).
Candidate will need to be a hands-on individual who is well versed supporting common corporate IT software/ hardware issues. Experience supporting a large Microsoft online environment including account and system migration background is preferred.
Job Duties

• Provide timely and accurate tier one / tier two technical support through timely response to incoming ticket queues.
• Actively participate in the helpdesk support queue resolution process, effectively communicating the status back to the internal customer while documenting the process in the internal notes and bringing about timely resolutions.
• Provide exceptional customer service to all internal customers.
• Proactively support and maintain effective user relationships by educating internal customers on system operations and applications.
• Utilize the Knowledge Base to research, resolve, and respond to incidents and requests received via ticketing platform and e-mail in a timely manner, in accordance with incident management standards.
• Expand Knowledge Base repository on a regular basis with new and updated Policy and Procedure documents.
• Research, resolve, and respond to complex incidents and requests received via phone, direct message, and email in a timely manner, in accordance with current standards.
• Provide accurate and creative solutions to user problems of moderate nature to ensure internal customers are quickly restored to productivity.
• Acquire and maintain current knowledge of relevant software, hardware and systems in order to provide technically accurate solutions to internal customers.
• Maintain up-to-date and accurate inventory of all physical and virtual assets.
• Keep up-to-date on product feature knowledge and maintain proper documentation of procedures and processes relevant to the IT support operations.
• Collaborate on issues and participate in knowledge sharing proactively with IT Support team.
• Actively seeks out new technologies and processes to increase team and company IT efficiencies.
• Participate and report in regular team meetings and contribute to overall growth in efficiency of the department.
  • Administer and maintain internal systems including, but not limited to servers, VM Hypervisors, desktop & laptop computers, printers, switches, routers, firewall, etc. In cooperation with the other technical staff in the office.
• Maintain the internal customer satisfaction rating and performance metrics consistent with established KPI’s

• Education requirement: Bachelor’s Degree in Computer Science, Management Information Systems (MIS/CIS) or equivalent work experience is preferred.
• Excellent oral, organizational and written communication skills.
• Advanced knowledge of PCs, operating systems, applications, networks, and hardware concepts
• Good analytical and problem-solving skills
• Ability to work effectively both independently without being prompted and with others to achieve team goals
• Strong written and verbal skills to communicate with team members, internal customers and management

• Must Have
  • Minimum 3-5 years’ experience in a Help Desk/Service Desk or other IT role
  • 3+ year’s experience supporting common corporate IT hardware and software infrastructure. Hardware: Routers, switches, servers. Software: Microsoft Office, Personal computer operating systems (Windows\Mac) etc.
  • 3+ year’s experience working with Microsoft Azure/Office 365.
  • Expertise in all standard Microsoft Office Suite and communications software such as Teams, SharePoint, One Drive, Visio, etc.
• Preferred
  • Experience in working with Telephony solutions.
  • Knowledge of Microsoft online licensing practices.
  • Knowledge in working with remote connectivity\helpdesk tools.
  • Experience in working with asset management system.
  • Excellent verbal and written communication skills with ability to work cross functionally and globally to achieve successful outcomes for complex business objectives
• Other
  • Role will be required to stoop or lift material or equipment up to 50 pounds as required for inventory management in the office and data center.
  • Must be able to drive to the office locations, and work as needed, after business hours (or weekends) for maintenance events to avoid affecting internal customer systems. There is flexibility in the work schedule to accommodate this.
• 
  Netrix, LLC transforms our clients through our cloud, infrastructure, security, and collaboration services and deliver standalone or integrated solutions. Our development and data intelligence teams uniquely enable you to consume cloud and collaboration technologies more efficiently.
  We work with clients of all sizes and specialize in solutions for healthcare, manufacturing, government, education, financial services, and legal industries. Netrix is consistently ranked in the CRN VAR500 detailing the country’s top system integrators.
  At Netrix, we’re driven to solve business problems with innovative technology solutions. We focus on end-users and are committed to client satisfaction.
  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
  To learn more about Netrix, LLC please go to www.netrixllc.com.