BorderlessMind is hiring a
Network Support Engineer

Summary

The job is for a Jira Admin in the Information Technology department. The role involves resolving IT issues, managing and supporting IT systems, and ensuring continuous improvement. The candidate should have at least 3 years of experience in an IT support environment, advanced hardware troubleshooting skills, strong Office 365, Windows, and Mac operating systems skills, SharePoint & OneDrive administration skills, and Jira Service Management expertise.

Requirements

• 3+ years of experience in an IT support environment
• Advanced hardware troubleshooting skills
• Strong Office 365, Windows, and Mac operating systems skills
• SharePoint & OneDrive administration skills
• Jira Service Management (Jira Service Desk/Ticketing system/Metrics/Reporting/Dashboard)
• Outstanding customer service skills
• Strong written and verbal communication skills

Responsibilities

• Respond to end-user issues in person, via video conferencing, telephone, chat, or tickets submitted to the IT Service Desk
• Provide on-site and remote installation, configuration, maintenance, troubleshooting, and repair for end-user, office, and conferencing hardware, software, and peripherals
• Monitor the Jira Service Desk ticket queue and handle tickets to ensure service requests and incidents are addressed on time, meeting established metrics and SLAs
• Analyze, troubleshoot, and repair a wide variety of computer problems related to hardware and software
• Provide technical guidance and training to end-users
• Ensure deployment, management, and support of computers, peripherals, and mobile devices
• Maintain a commitment to continuous improvement
• Provide input and assist in testing and selection of future technologies and devices
• Act as a point person for other IT Service Desk team members; provide direction, mentoring, and support
• Assist team with short/long-term projects as assigned
• Develop, and assist, with the maintenance of documentation of systems, services, and processes
• Fully support, configure, maintain, and troubleshoot and maintain remote and on-premises Information Technology (IT) systems
• Train team members, and ensure their knowledge is up-to-date and in line with policies
• Works with Network Security Analysts to ensure the security and integrity of computer operating systems

Preferred Qualifications

• CompTIA's A+ Certification
• CompTIA's Security + Certification
• ITIL4 Foundation Certificate in IT Service Management
• Microsoft Certified Desktop Support Technician
• Microsoft MCSA