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Mott MacDonald · 1 day ago

IT Support Technician

Pensacola, FL

Full-time

Hybrid

Entry Level

$60K/yr - $70K/yr

1+ years exp

Mott MacDonald is a leading employee-owned company providing engineering and management services globally. The IT Support Technician will be responsible for delivering deskside and remote IT support for PCs and end-user devices, ensuring efficient operation and troubleshooting of IT equipment and services.

ConsultingDeveloper PlatformProfessional ServicesSoftware

Growth Opportunities

H1B Sponsor Likely

Responsibilities

Deskside and on-site support includes support and maintenance of PC hardware and software, printers, scanners, photocopiers, conferencing equipment and other end-point devices

Monitoring and troubleshooting desktop related problems including PC performance, connectivity and applications issues, managing virus outbreaks and fulfilling standard service requests such as the provision of new PCs, PC moves and hardware upgrades

On-site IT support includes support for non-Desktop IT equipment located in offices such as network equipment, servers, telephone systems and server rooms

On-site IT support includes routine office or site visits to deal with non-urgent IT incidents and requests, emergency visits for urgent incidents and periodic visits to inspect on-site IT equipment and infrastructure such as server rooms

Works to achieve relevant service level and operational level targets for incident management and request fulfilment and proactively escalates potential service level breaches to the Head of IT for the region

Ensures relevant people are informed about new and on-going incidents

Works with relevant local third-party service providers to report, troubleshoot and escalate problems

Allocates tasks to IT contacts and super users in remote offices where appropriate and provides remote guidance to enable them to complete tasks

Proactively identifies problems and documents known errors and workarounds for use by the Service Desk and other support teams

Maintains relationships with key office and site contacts

Follows processes to deliver regional Workplace Services reliably, efficiently and effectively

Ensures own actions comply with Mott MacDonald standards, policies and any regulation; this includes adhering to the change management

Ensure that all IT support work is recorded in IT management system

Undertakes infrastructure (network, server, storage) tasks and actions, as guided and directed by the regional and global Infrastructure and Hosting teams

Provides ‘last mile’ support for remote teams, to assist with hardware installation and removal, visual inspections, problem diagnosis and other support as required

Provides assistance with IT projects and office moves

Highlight any issues with the local office IT infrastructure e.g. server room safety issues, to relevant staff including office managers and relevant technical teams in the service centers

Identifies service improvements and owns relevant actions within the Workplace Services Improvement Plan

Keep asset records up to date for IT equipment

Qualification

MCSA for Windows DesktopITIL Foundation CertificateDesktop Support experienceTicketing system experienceCybersecurity knowledgeCustomer serviceEnglish language skillsClear communication skills

Required

Qualifications in IT related subjects are desirable

Relevant Microsoft Desktop training ideally working towards or possessing MCSA for Windows Desktop

ITIL Foundation Certificate is highly desirable

Desktop Support experience, ideally having worked for at least one year on a Service Desk

Detailed knowledge and experience of supporting desktop computer environments including hardware, software and corporate applications

Experience working in a global organization is beneficial

Experience of using ticketing system to record and manage work

Experience working in a service level driven environment

Knowledge of cybersecurity principles, frameworks, and threat mitigation strategies

Excellent customer service skills

Ability to communicate clearly and concisely with senior staff members in high pressure situations

Excellent English language skills

Excellent customer service skills with the ability to communicate clearly and concisely with all levels of staff

Benefits

401k

Medical

Dental and vision insurance

Short-term/long-term disability

Paid holidays

PTO

Parental leave

Company paid life insurance

Company

Mott MacDonald

Glassdoor4.1

Mott MacDonald focuses on digital innovation, transforming, engineering, management and development.

Founded in 1866

Tirana, Tirane, ALB

10001+ employees

https://www.mottmac.com/hungary

H1B Sponsorship

Mott MacDonald has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2021 (8)

2020 (7)