Job Description

SOTI is committed to providing its employees with endless possibilities; learning new things, working with the latest technologies and making a difference in the world.
What You'll DoProvide technical assistance and support for incoming service desk tickets either in person, online, or over the phone for issues related to computer systems, software, and hardware. Investigate & resolve issues reported by users and communicate with specific resources to resolve escalated issues. Follow up with customers to ensure issues have been resolved. Able to plan, prioritize and organize workload working within service level agreement standards and agreed objectives. Install, modify, and repair computer hardware and software. Run diagnostic programs to resolve problems. Able to react to change productively and handle other essential tasks as assigned. Manage and track hardware requirements ensuring that the asset inventory for all offices and properties across North America/EMEA/APAC is updated and maintained. Work to automate processes, develop reports, and implement ITIL best practices related to Service Desk/Helpdesk operations. Ensure that the company's data and information are protected from unauthorized access. Provision access requests for corporate applications within an enterprise environment. Provide solutions to any complex IT-related challenges in the organization. Attend and contribute to team meetings. Integrate and support new technologies as required. Follow and adhere to IT department policies and procedures. Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. Must have a positive "can-do" attitude. Must be punctual and have the ability to work "off/after" hours as needed. Must be able to thrive in a high-energy environment.

Job-Specific Knowledge, Technical Skills, and Abilities:Customer Service Skills, Problem Analysis, and Problem-Solving Skills Ability to prioritize and manage own workload without direct supervision. Experience with technology product evaluation, selection, acquisition, integration, and deployment processes. Strong project planning, organizational, and time management skills. Ability to handle multiple jobs at the same time. Ability to take proactive steps in managing problems. Experience with the implementation of both enterprise and departmental solutions. Strong interpersonal, written, and verbal communication skills.

Experience You'll BringDegree/Diploma in Computer Science, Information Technology, or a similar technical discipline. At least two years of progressive experience in IT, with a strong technical background. Ability to speak comfortably with Business Unit staff as well as technical IT personnel. Must be able to perform a moderate to deep level of hands-on support. Experience with Servers, Networks, Storage, MS SCCM products, & Active Directory Working knowledge of Office 365 Platform (Including Skype and Teams). Working knowledge of Active Directory/SCCM/Windows Platform. Working knowledge of Windows 10 & Mac OSX. Working knowledge of LAN/WAN Environments. Experience with virtualization environments (Hyper V) Experience with VoIP Phone Systems Excellent attention to detail Excellent analytical and troubleshooting skills.

Nice to Have:A+, Network+, Security+, MCSA, MCSE, ITIL certification

#LI-AS2
If you want to bring your ideas to life, apply at SOTI today.Please note that SOTI does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Services Agreement with agency/recruiter, SOTI will not consider or agree to payment of any referral compensation or recruiter fee.