Technical Support Analyst II

Summary of This Role

Performs the installation, repair and preventative maintenance of servers and edge of network devices (e.g. desktops, laptops, MDM platform, MACs) and related systems while ensuring all processes and procedures take into account company policy / standards and industry best practices. Assists in determining suitable software to meet user requirements. Troubleshoots software and hardware failures and identifies network problems when they relate to servers, desktop or laptop computers, MDM platform, or related peripheral equipment.

What Part Will You Play?

  • Prepares desktops and laptops by imaging devices in preparation for deployment and testing them for proper operation. Occasionally maintains an image for hardware setup. Ensures Thin Client and Virtual Desktop Infrastructure (VDI) devices interconnect seamlessly with file servers, mail servers, etc. Sets up and configures appropriate hardware and software for new team members as secondary analyst. Performs routine maintenance (e.g. patch application, disk maintenance, array controllers) on the Global Payments International Segment Local Area Network (LAN) Server estate.
  • Maintains the functionality and efficiency of computer and user objects in active directory while maintaining correct Organizational Units (OU). Unlocks team member accounts, when necessary.
  • Builds and configures infrastructure underpinning LAN services.
  • Responds to moderately complex technical issues surrounding server/desktop/laptop hardware (e.g. preliminary troubleshoot equipment to resolve issue, replacement of peripheral equipment where issue cannot be resolved), Microsoft Operating Systems, and/or installed software (e.g. basic software corruption), and follows through to appropriate resolution, while consideration is given to creating repeatable process and eliminating recurring problems. Begins to service issues related to Mobile Device Management (MDM) platform and the MAC operating system. Delivers replacement equipment, as needed. Provides set up, deployment, and issue resolution of MDM platform devices (e.g. iPhone, iPad).
  • Prepares information and reports on LAN capacity and performance.
  • Assists with adherence to technology policies and compliance with all security controls.
  • Ensures that allocated work queues are monitored and actioned in an appropriate timescale while assigning tickets accordingly with appropriate prioritization and personally responding to the higher priority issues.

What Are We Looking For in This Role?

Minimum Qualifications

  • Bachelor's Degree Relevant Experience or Degree in: Computer Science, Management Information Systems preferred; other degrees considered
  • Typically Minimum 2 Years Relevant Exp
  • Experience in an IT Server, Network, and/or PC Support environment, or experience in an IT customer support environment will be considered


Preferred Qualifications

  • None Identified

What Are Our Desired Skills and Capabilities?

  • Skills / Knowledge - Developing professional expertise, applies company policies and procedures to resolve a variety of issues.
  • Job Complexity - Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Builds productive internal/external working relationships.
  • Supervision - Normally receives general instructions on routine work, detailed instructions on new projects or assignments.
  • Client facing communication skills - Builds positive customer relationships, and works with clients to understand and respond to issues
  • Problem resolution skills - Investigates and provides solutions to issues, incidents, and problems
  • Organization - Prioritizes work according to business need, with minimal support
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...