This position provides Incident Management Level 1 support to include incident identification and resolution and is responsible for providing technical support and maintenance for all servers and systems in the designated site and implementing systems security and policies.
Works well with internal and external IT support teams
Develops rapport and trust
Sets and works to own standards and team standards
On call after normal working hours
Understands the relevant aspects of the client products/programs supported
Strives to maintain a sound knowledge of the client
High level of Accuracy
Data capture and data quality
Time keeping and attendance
EDUCATION and/or EXPERIENCE
Bachelor’s degree preferred.
2 to 4 years relate experience or equivalent combination of education and experience.
Cisco, VOIP & Aruba wireless a plus
Basic knowledge of TCP/IP
Strong analytical and diagnostic skills
Knowledge of Windows 2000, 2003 server management applications such as DHCP, DNS, Active Directory Users and Computers, etc.
knowledge of VERITAS Backup Exec software
knowledge of Microsoft ISA 2000, 2006 administration
Understanding of Windows 2003 and patching requirements
Understanding of Windows client operating systems such as XP and Vista
Basic understanding of VMware
Strong written and verbal skills
Sykes is an equal opportunity employer.
Provides Desktop and End User Support to ensure accessibility of client tools and applications
Responsible for incident identification and resolution for level I issues. The SSA will escalate to an outside vendor relating to desktops (PCs, Laptops) or the SDC for Level II support. The SSA will work closely with the SDC throughout all incidents
Responsible for supporting all facets of server administration (logins, passwords, etc.) patching (anti-virus and OS patches) backups and restores at local site
Complete Daily, Weekly and Monthly checklists accurately and in a timely manner
Responsible for adds, moves and changes of all users of the local center
Key participant in Change Implementation Management (CIM) and submits change control documentation in accordance with Sykes standards
Responsible for IT asset management, inventory and disposal in accordance with Sykes standards
Responsible for all site software compliance issues
Assist and act as remote hands and eyes while troubleshooting issues with remote engineers
Act as the facilities back-up for Power Infrastructure (Genset, UPS, HVAC)
24x7x365 availability to support end users on an as needed basis
Serve as the primary IT point of contact for the Site Director relative to site IT need, plans, issues, etc.
Sykes Enterprises provides business process outsourcing services, IT consulting and IT-enabled services, such as technical support and...