Eu Support Technician

**COMPANY OVERVIEW**:
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The EU Support Technician is the initial point of contact for troubleshooting server hardware, software, desktop, laptop, printer and peripheral problems. The Support Technician must be able to perform routine and emergency maintenance on servers, switches, and phone systems for local facility and remote facilities as needed. Responsibilities for the position include identifying, researching and resolving user issues, call ownership, as well as documenting, tracking and monitoring of problems/tickets to ensure timely resolution. The ability to recognize and escalate priority issues/tickets and translate technical terms into non-technical language is critical to the success of this role. This position has frequent contact with desktop and laptop end-users, peers and managers. The Support Technician must exercise shared judgement, as well as demonstrate a continuous positive attitude and be a team player.

**ESSENTIAL FUNCTIONS**:

- Assist in the maintenance of servers, ethernet networks, network cabling, and other related equipment, devices, and systems
- Install, configure, and maintain servers, switches and other enterprise equipment
- Follow standard operating procedures, best practices and regulatory policies; accurately log and document activities and information using help desk software and other tools in accordance with department policies and procedures
- Take ownership of and work to resolve user issues, requests and tickets submitted through the help desk system daily
- Install, image, and configure desktop and laptop computers, networks and direct attached printers for current and new end users
- Diagnose and resolve technical hardware and software issues including affected desktops, laptops, and printers as well as servers, switches, and network-based devices
- Assist and mentor first-level Help Desk Technicians as required
- Assist other IT staff members in the implementation of major system changes, network redesign and system integrations
- Document all new installations, configurations and changes made to any network, server, telephony systems
- Research, investigate, and document user questions, problems and concerns using available information resources and advise users on appropriate courses of action
- Document & research commonly occurring issues and fixes
- Work with vendors in a collaborative manner to resolve issues and bring about product enhancements
- Learn fundamental operations of commonly used software, hardware, and other equipment
- Follows all safety policies and procedures including use of safety equipment (PPE) and equipment safeguards
- Other duties as assigned

**REQUIREMENTS**:

- Minimum of 3 years of Information Technology experience
- Ability to build a rapport with and elicit problem details from end users as well as troubleshoot in a productive and efficient manner
- Knowledge of network protocols including TCP/IP
- Knowledge of Microsoft Operating systems including Windows 10, Windows Server 2012 R2/2019.
- Knowledge of or experience with virtualization technology
- Ability to travel at least 8 times per year to other facilities in Italy/Europe to assist in projects, implementations and preventative maintenance
- Experience with telephony concepts and equipment, ShoreTel/Mitel preferred
- Demonstrated interpersonal skills and abilities, particularly the ability to communicate technical information to non-technical personnel
- Experience using and supporting Microsoft Office products
- Skills at organizing resources and establishing priorities
- Ability to learn, install, configure and maintain various types of hardware and software
- Ability to assess the impact, urgency and importance of an issue and act or escalate accordingly

**WORKING CONDITIONS**:

- Travel between locations is often required
- Work involves extensive use of a desktop or laptop computer
- Most work is performed in a normal office environment
- Some work will be performed in an environmentally controlled server room
- Some work may be performed on a factory floor