Research and apply appropriate solutions to a vast array of technical issues.
Recommend, schedule, and perform software and hardware improvements, upgrades, patches and configurations.
Conduct research on emerging products, services, protocols, and standards in support of systems implementations, business continuity needs and development efforts.
Develop, document, and maintain polices & procedures for GMS Systems Infrastructure.
Practice asset management including maintenance of inventory and technical specifications.
Manage end user accounts, permissions, access rights in accordance with best practices regarding privacy and security.
Provide technical support within the expected service level agreement for MACs and Windows devices.
Ability to schedule and work during non-business hour maintenance windows (nights and weekends).
Support mobile technology and devices (iOS and Android)
Provide executive and white glove support.
Provide audio visual support and training as needed.
Deliver outstanding customer service and a positive customer experience.
Build strong relationships with key business partners and meet with them on recurring basis to ensure that SLA’s and customer service-related targets are achieved.
Proactively review open incidents and requests daily to determine if the right course of action is being taken while also seeking opportunities for a white glove approach.
Ensure compliance with published security plans and standards.
Collaborate with Service Delivery Partner
Lead technical meetings with local customers to address business critical technical issues and develop corrective/preventative actions.
Responsible for aiding in own self-development and receptive to any training made available by the company.