Support Technician

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Job Title : Support Technician Location : West Henrietta, NY Working Hours : FT Contract Length : 6-month contract Job Description : Under general supervision, the IT Specialist, Desktop Support provides and maintains high level technical support on operating systems, network protocols and specific application packages in response to end-user requests. Position is of a fully competent level and must have strong interpersonal skills to analyze user problems and requirements and make recommendations to satisfy the identified issues. Must complete assignments/projects as assigned by the End User Support Services Site Manager. Within the scope of the Organizational Unit: - Support the mission objectives of the organizational unit - Work according to operational procedures and Alstom IT security policies - Ensure that the services meet their Service Level Agreement/Operational Level Agreement targets - Implement all operational changes in accordance with procedures utilizing appropriate tools and test equipment - Investigate, diagnose, progress and action all operational events, alarms, incidents and requests to the agreed quality and targets, ensuring that issues are escalated and all records are updated in a timely fashion - Undertake routine preventative measures and housekeeping tasks and implement, maintain and monitor security and functioning of IT infrastructure and assets as required - Ensure that the physical environment is maintained and secure according to safety and security requirements - Manage the installation and inventory of hardware and software as necessary - Contribute to root cause analysis - Develop and maintain operational documentation and procedures - Enforce a strong commitment to standards and process within the team - Assist the Team Leader and organizational unit manager as appropriate in any mission of his/her request - Provide support to other organizational units as necessary to provide for, and improve delivery of, IT services - Be flexible to adjust the working time to operational constraints (Standby, on duties, picket, travel) - Propose appropriate actions for improving the delivery of his/her services from a quality and cost perspective Qualifications - External - College Certificate or equivalent (Up to 18 months of job-related training beyond high school, e.g., vocational, business, or technical school, DEP). - Knowledge on trouble shooting and Customer enquiries. - 2 years experience in IT infrastructure preferably in an internal environment. - Experience with ITIL Best practice would be an advantage. Be prioritized, send your resumes to sgsantos @ psgglobalsolutions.com (please remove spaces in rhwiwas]]]]]]

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