As an IT Support Associate, your primary responsibility will be to assist end users with day-to-day standard and complex issues, configurations, and guidance related to office equipment and standard hardware usage. This includes end-user devices, peripherals, video conference equipment, and more. You'll also manage the local asset inventory, document solutions in our ticket management tool, and create end-user and technical guides.
In addition to supporting the local Qontigo office, you'll provide remote assistance to all other Qontigo offices worldwide. This support will encompass end-user needs, such as daily issues, configurations, remote onboarding, and preparing hardware for new joiners. You'll also handle IT infrastructure issues, projects, and implementations involving Azure, networking, and cloud-based solutions.
Your role will extend to participation in diverse projects and implementations, covering areas such as cloud solutions, backups, and migrations. You may be involved as an implementer, tester, or even lead. Additionally, you'll provide hands-on support to IT teams globally, assisting with communication rooms, data centers, local hardware configurations, and troubleshooting. At Qontigo, our Global IT operates as a unified team, and your responsibilities will include offering remote assistance to users beyond the local office. Documenting and reviewing support solutions for improvement and creating guides for end-users and fellow IT team members will also be essential.
Responsibilities:
- Manage local IT assets, including computers, peripherals, docking stations, and displays, while maintaining accurate records in our asset control system.
- Provide Level 1 support to end users for their day-to-day issues, such as Office 365 problems, local application glitches, hardware malfunctions, and VideoConference setup assistance. Identify issue trends and propose improvement suggestions.
- Offer Level 2 support for IT infrastructure, both on-premises and virtual servers, across Windows and Linux systems. Additionally, support applications like Jira and Salesforce. Participate in a variety of projects, including cloud implementations, backups, automations, migrations, and providing IT expertise assistance.
- Prepare and configure hardware for delivery and use, encompassing end-user hardware, infrastructure hardware, and VideoConference equipment.
- Develop and update process and support documentation, including guides and manuals.
- Lead implementations and projects, ensuring adherence to proper processes and thorough documentation.
- Provide end-user training on Qontigo's standard tools and IT setups.
Requirements
- Strong interpersonal skills, with empathy and patience when dealing with end users.
- Proactive approach, capable of handling daily tasks and projects with minimal local supervision.
- Willingness to learn, driven by the diverse range of systems, configurations, and user needs for continuous improvement.
- Experience with IT Service Management tools, with a preference for Jira or Jira Cloud.
- Proficient in technical documentation, ideally with experience using Confluence for creating IT internal and end-user guides and processes.
- Proficiency in Microsoft Operating Systems, including Windows 10/11 and Windows Server 2012/2016 (intermediate level).
- Intermediate knowledge of Azure and Intune Application Management.
- Basic understanding of macOS.
- Intermediate expertise in Android and iOS.
- Moderate familiarity with VideoConference solutions.
- Advanced proficiency in Microsoft Office 365.
- Experience with remote desktop support tools such as RDP, Kaseya, QuickAssist, and TeamViewer.
- Basic networking knowledge and fundamentals.
Benefits
Compensation:
- Competitive salary
- Full benefits package
- Annual performance-based bonus
Qontigo is an equal-opportunity employer that offers challenging work in a supportive environment.
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