IT Support Specialist
Ericsson is a leading provider of telecommunications equipment and services. They are seeking an IT Support Specialist responsible for providing onsite and remote technical assistance and support related to computer systems, hardware, or software for internal employees.
Responsibilities
- Provide technical assistance and support for ICT systems, software, and hardware
- Develop training manuals and other technical documentation
- Respond to queries over the phone, chat, or web tickets
- Log tickets for incidents and service requests on behalf of IT users
- Train users
- Maintain optimal performance of computer systems
- Install, modify and repair computer hardware, printers, software and accessories
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), Telephony and other systems
- Follow up with users on status, feedback and to ensure issues have been resolved
- Support users seeking technical assistance in person, over the phone, on chat, or email
- Direct unresolved issues to the next level of support personnel
- Record events, problems, and their resolutions in logs and contribute to knowledge base articles
- Pass on any feedback or suggestions by users to the appropriate internal team
- If necessary, log tickets for incidents and service requests on behalf of IT users
- Follow up with users on status, feedback and to ensure issues have been resolved
- Attend user experience information sessions and ensure best practices
- Support meeting room solutions including audio visuals and wall panels
Skills
- Basic Communication skills
- Basic troubleshooting skills
- Basic knowledge of networking fundamentals
- Experience working with Microsoft Windows Operating Systems
- Basic Knowledge in managing iOS and Android devices
- Good Experience with Microsoft Office 365 (Outlook, Skype, TEAMS, etc.)
- Ability to diagnose and resolve technical issues
- Knowledge in additional OS such as MacOS and Linux is a plus
- Experience with networking (LAN, WLAN and WAN) concepts and technologies
- Experience with ticket systems
- Experience with Microsoft Teams conference rooms hardware
- Experience with secure printers
- Basic experience with datacenter racking and cabling
Benefits
- Subsidized, nationwide PPO medical benefit options including a low-deductible Point of Service Plan and a qualifying High Deductible Health Plan (HDHP), with a generous company-provided HSA contribution.
- Subsidized dental and vision coverage.
- 401(k) plan has a 4% company match and immediate vesting.
- Company-paid employee basic life and AD&D insurance and company-paid disability benefits.
- Minimum of 15 days of accrued vacation, up to 3 personal days per year, 11 annual holidays, 8 hours of volunteer time, and 80 hours of sick time annually.
- Up to 16 weeks of paid maternity leave and 6 weeks of parental or adoption leave at 100% of pay.
- Comprehensive Employee Assistance Program, Talkspace mobile therapy, and volunteer paid time off.
Company Overview