Tier One Service Desk Specialist
2 weeks ago
About Vantage Data Centers
Vantage is committed to being a workplace of inclusion, equity, respect and acceptance. We celebrate diversity and intentionally seek out opportunities to learn from one another’s experience.
Vantage Data Centers powers, cools, protects and connects the technology of the world’s well-known hyperscalers, cloud providers and large enterprises. Developing and operating across North America, EMEA and Asia Pacific, Vantage has evolved data center design in innovative ways to deliver dramatic gains in reliability, efficiency and sustainability in flexible environments that can scale as quickly as the market demands.
Technology & Systems Department
The Technology & Systems Department for Vantage Data Centres is very hands-on. In most cases, we specify, purchase, configure and maintain all networking and server hardware. We also work closely with partner VARs to learn about the latest technology changes so we can make informed purchase decisions. The IT department is always looking for ways to strike the best balance between technology, performance, and cost.
Vantage Technology & Systems also participates in designing each of our new data centre building’s networking infrastructure, including but not limited to diverse pathways connecting to carriers, meet-me room (MMR) hosting (rack, cabs, ladders, cross connect panels ), wireless AP (Access Points) coverage, etc. If you like getting your hands dirty and helping to design, build and maintain IT infrastructure in a modern data centre, then come work at Vantage. We are expanding with many new builds
Position Overview
Duties- To provide first line helpdesk and end user support to staff, clients and visitors- Following ITIL methodology, prioritize, log and track multiple issues through to resolution, within agreed time limits- Efficiently utilize ServiceNow to log, categorize, prioritize, and assign incidents and service requests.- Ensure accurate and timely documentation of incidents, including troubleshooting steps and resolution details.- Provide first-level support for hardware, software, and network-related issues to end-users.- Diagnose and resolve technical hardware and software issues on Windows and Apple Mac devices.- Collaborate with 2nd and 3rd Line support teams to escalate and resolve complex problems.-
- Communicate effectively with end-users to provide updates on incident status and resolution progress.- Create and maintain documentation for common technical issues, known errors, and solutions.- Contribute to the knowledge base to facilitate self-service for end-users.- Assist in the care and maintenance of computing, network and office equipment- Properly escalate unresolved issues to appropriate teams- Be the face of the Technology & Systems TeamsJob Requirements- Bachelor's degree in Information Technology, Computer Science, or a related field.- 3+ years (s) experience in a similar helpdesk environment.- Working within an ITIL environment. Preferably holding a current qualification.- Proficient in incident management tools and IT service management platforms with a focus on global incident response (e.g., ITSM, Jira, ServiceNow).- Good experience with Active Directory, Azure and Office 365, Cyber security, Antivirus & Firewalls- Good knowledge of applicable software licensing terms, license models and enterprise maintenance and support contracts.- Technical qualifications such as Comptia A+, Network + would be advantageous.- Experience of Agile methodologies would be an advantage.- Ability to diagnose and troubleshoot basic technical issues-
- Excellent customer service and problem-solving, presentation and interpersonal skills and the ability to interact and communicate with Senior Executive to CxO-level personnel and other global stakeholders- Work under limited supervision, both independently and within a team environment.- Experience working with service providers in an international context.- Ability to work under pressure and manage multiple projects.- Work under limited supervision, both independently and within a team environment.- Travel is expected to be less than 5%- Bilingualism (French and English) is desired for this position due to the nature of the role requiring interactions with vis-à-vis from the same department and stakeholders in the US, Europe and APAC
We operate with No Ego and No Arrogance. We work to build each other up and support one another, appreciating each other’s strengths and respecting each other’s weaknesses. We find joy in our work and each other, actively seeking opportunities to inject fun into what we do. Our hard and efficient work is rewarded with an above market total compensation package. We offer a comprehensive suite of health and welfare, retirement, and paid leave benefits exceeding local expectations.
Throughout the year, the advantage of being part of the Vantage team is evident with an array of benefits, recognition, training and development, and the kno
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