Support Technician

Support Technician

Job Title: Support Technician

Location: West Henrietta, NY

Working Hours: FT

Contract Length: 6-month contract

Job Description:

Under general supervision, the IT Specialist, Desktop Support provides and maintains high level technical support on operating systems, network protocols and specific application packages in response to end-user requests. Position is of a fully competent level and must have strong interpersonal skills to analyze user problems and requirements and make recommendations to satisfy the identified issues. Must complete assignments/projects as assigned by the End User Support Services Site Manager.

Within the scope of the Organizational Unit:

- Support the mission objectives of the organizational unit

- Work according to operational procedures and Alstom IT security policies

- Ensure that the services meet their Service Level Agreement/Operational Level Agreement targets

- Implement all operational changes in accordance with procedures utilizing appropriate tools and test equipment

- Investigate, diagnose, progress and action all operational events, alarms, incidents and requests to the agreed quality and targets, ensuring that issues are escalated and all records are updated in a timely fashion

- Undertake routine preventative measures and housekeeping tasks and implement, maintain and monitor security and functioning of IT infrastructure and assets as required

- Ensure that the physical environment is maintained and secure according to safety and security requirements

- Manage the installation and inventory of hardware and software as necessary

- Contribute to root cause analysis

- Develop and maintain operational documentation and procedures

- Enforce a strong commitment to standards and process within the team

- Assist the Team Leader and organizational unit manager as appropriate in any mission of his/her request

- Provide support to other organizational units as necessary to provide for, and improve delivery of, IT services

- Be flexible to adjust the working time to operational constraints (Standby, on duties, picket, travel)

- Propose appropriate actions for improving the delivery of his/her services from a quality and cost perspective

Qualifications - External:

- College Certificate or equivalent (Up to 18 months of job-related training beyond high school, e.g., vocational, business, or technical school, DEP).

- Knowledge on trouble shooting and Customer enquiries.

- 2 years experience in IT infrastructure preferably in an internal environment.

- Experience with ITIL Best practice would be an advantage.