Technical Support Lead GlobalWare Solutions
GlobalWare Solutions (GWS) is a leader in customized supply chain management solutions. With facilities in Massachusetts, California, and Europe, GWS provides end-to-end e-commerce and supply chain management solutions that encompass both digital and physical fulfillment operations globally.
GWS manages and delivers core business processes including Fulfillment, Warehousing & Distribution, Assembly, Supply Base Management, e-Business, Software Delivery, Returns Management, and other value added services. GWS has the ability to deliver a combination of leading physical and digital, customer-centric solutions in real-time.
GWS is currently searching for a self motivated, detailed oriented individual that possess a strong background in Technical Support for our Hoofddorp, Netherlands location.
This role provides support to our users and external customers by helping to assess and troubleshoot hardware, software, VoIP, Blackberry devices and network issues with troubleshooting printers, desktops / laptops, using Windows XP and Windows 7 desktop operating systems, MS Office, and network problems.
Responsible for entering and resolving trouble tickets in our IT Ticketing system
Acts as a first point of contact for troubleshooting and network issues
Identifies, diagnoses, and resolve problems for user?s computer software and hardware.
Provides one-on-one end-user problem resolution as needed.
Respond to requests for technical assistance by phone, email and/or using a ticket management system.
Track issues to resolution updating the internal knowledgebase and/or communicating resolutions with relevant business units.
Configuration of end-user laptops and or desktop hardware & software, printers and Blackberries/cell phones.
Diagnoses and resolves end-user network or local printer problems, PC hardware problems, e-mail, Internet, VPN, and local-area network access problems.
Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements.
Performs desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements.
Helps install local area network cabling systems and equipment such as network interface cards, hubs and switches.
Support and maintain user accounts including rights, permissions and systems groups.
Escalate more involved problems to the appropriate support team
Responsible for imaging and reimaging desktop and laptops
Install and update software as needed
Assist with new employee training in use of hardware, software, and IT systems and processes
SAS70 Policy Enforcement
Virus Protection management
A+ certification or equivalent
Associates degree or equivalent
3+ years in working with and troubleshooting computer hardware and software
Organized and strong communications skills
Knowledgeable in MS Windows XP, Windows 7 & MS Office
Experienced with Active Directory and group policies is a plus
Strong analytical and problem-solving skills
Ability to organize and prioritize multiple concurrent tasks
Professional work ethic and attitude
Creative troubleshooting utilizing our internal knowledgebase along with the internet and other IT resources to resolve user issues
Exceptional customer service and communication skills
||200 Ward Hill |
Haverhill, MA 01835