Job Summary:

This person is responsible for configuring the end user systems environment and supporting end users across one or several locations in North America to meet our team’s SLA’s. This is a hands-on technical position reporting to the Senior System Administrator/Client Support Supervisor.

Essential Job Functions:

• Respond and resolve users’ requests for support in a timely manner
• Train users on client tools (MS Office, One Drive etc.)
• Administer Active Directory to support the needs of one or more offices, including:

• Adding, changing, and disabling
  • Users
  • Distribution groups
  • Security groups
  • Shared email addresses
  • Login Scripts
  • Automation

• Administer and support Mobile devices in Office 365
• Administer Office 365, Teams, and One Drive
• Actively monitor and respond to virus and system alerts
• Manage and administer VPN/Remote users
• Manage the Client computer inventory
• Set up and configure the phone system components:

• Phones
  • Physical Phones
  • Soft Phones
• Mobile devices
• Call routing and Queues
• Automated attendants and menu options

• Configure and support warehouse equipment, such as:

• Laser printers
• Label Printers
• RF Scanners

• Set up and configure clients for Warehouse applications such as:

• Proship
• Epicor Eclipse

Relationships:

• Interfaces with other IT resources and business users locally and domestically in multiple locations.

Educational Qualifications:

• Associates degree or greater preferred.

Knowledge & Experience:

• Microsoft certification(s) preferred
• Supporting a minimum of 500 users in a multi-office environment.
• 5+ years hands on experience with the following:

• Windows Active Directory
• Windows 10 in a networked, corporate environment
• Office 365, Teams, and One Drive
• Azure Experience a plus
• Hyper-V experience a plus
• Ticketing systems
• Remote Client Support
• Computer Imaging
• Software package deployments
• VoIP phone systems and basic call center voice technology and processes
• MS System Center/Service Manager
• Ability to document processes and steps
• ITIL based organization experience

Personal Attributes:

• Superior communication (oral, written) skills.
• Strong self-motivation
• Passion for learning
• Customer focused
• Experience working in a team-oriented, collaborative, multi-office environment.
• Able to work on own as well as on a team.
• Methodical troubleshooting, and attention to detail are essential for achieving success in this role.

Work Conditions:

• Occasional evening and weekend work required to resolve issues and meet deadlines.
• Able to participate in training sessions, presentations, and meetings.
• Some local and international travel may be required for the purpose of off-site installations and configuration.

Physical Demands:

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer and peripherals.
• Physical demand requirements are at levels of those for sedentary office work.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Compliance with all PIP (U.S.A.) safety, health and environmental policies, procedures, protocols applicable to all work tasks performed.