Responsibilities:
What You'll Do?
Responsible for providing on-site and remote technical support for physical and virtual PCs, printers, desktop apps, LAN/ Wi-Fi connectivity to effectively maintain productivity at all levels of Crowley’s business processes. This position is a hands-on technical role that requires the utilization of educated troubleshooting skills to resolve complex technical issues.
Key Responsibilities:
- Provide onsite and remote support to business end-users, analyzing and resolving problems associated with PC hardware, operating systems, application software, network, and phone; the remote installation, configuration and maintenance of PC desktops, laptops, monitors, virtual machines, printers, and mobile devices.
- Provide Windows-based software troubleshooting, including but not limited to MS Office, as well as business specific local applications.
- VoIP and network connectivity are basic troubleshooting.
- Accurate record, update and document requests/incidents resolution on assigned tickets using the IT ticketing system (FreshService).
- Carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible.
- Participation and assistance in planning and performing user relocations.
- Assist in planning and implementation of small to medium end-user support projects.
- Assist in documentation of new processes, and active contribution to the development and maintenance of self-service Knowledge Base Articles (KBAs).
- Work with the local IT Management to effectively implement standard corporate technology solutions to meet business objectives.
- Travel periodically to all Crowley locations across the Central America region.
Qualifications:
Education & Credentials:
Bachelor’s degree in computer science; or a combination of post-high school and equal experience may be substituted for education. Bachelor’s degree preferred.
Experience:
3+ years of hands-on technical experience supporting Windows based computers and Microsoft Office applications in an enterprise/global environment including a LAN/WAN support position.
Technical Skills:
Proficient with Microsoft Office products, Azure AD, Intune Autopilot, TCP/IP, Cisco, LAN/Wi-Fi technologies and applicable platforms.
Work Arrangement:
On-site.
Other:
Bilingual (English/Spanish). ITIL, MCSE, CCNA or other certification preferred.
