The Role
The IT Analyst provides technical support to users, resolves issues, and manages hardware and software for mobile devices and PCs while documenting service tickets.
Summary Generated by Built In
Providing first and second line technical support to end users on various issues and problems relating to hardware, software, and peripherals. You will also be responsible for responding to, documenting, and resolving service tickets in a timely manner. You must have excellent problem-solving skills to diagnose, evaluate and resolve complex problems, or when appropriate, escalate or route them appropriately.
You will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention. At Cennox, we have a range of platforms including desktops, laptops, mobile devices, and various software. Whilst you will be working independently, you will be part of a much wider team to share knowledge/skills and assist each other.
The primary focus of this position will be US staff and operations, but you will be part of an international IT team providing global support when needed. This duration of this role will be approximately 6-12 months, and on-site at our Alpharetta office.
Duties & Responsibilities:
Desirable SkillsWord, excel, outlookUser creationOffice 365ExchangeMobile device setupNew PC/laptop buildsSharePointTeamsPrinter troubleshootingDiagnosing hardware/software issuesCreation of technical documentationPrioritizing incidentsActive DirectoryNetwork connectivity issue resolutionsWindows 10/11Entra ID/Intune
Skills & Requirements:
Physical Requirements:
You will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention. At Cennox, we have a range of platforms including desktops, laptops, mobile devices, and various software. Whilst you will be working independently, you will be part of a much wider team to share knowledge/skills and assist each other.
The primary focus of this position will be US staff and operations, but you will be part of an international IT team providing global support when needed. This duration of this role will be approximately 6-12 months, and on-site at our Alpharetta office.
Duties & Responsibilities:
- Collaborate with Cennox staff to migrate mobile devices from MobiControl to Microsoft Intune.
- Assist Cennox staff with backing up and migrating data on mobile phones using Samsung Smart Switch and OneDrive.
- Managing mobile phones on Verizon Business web portal.
- Managing mobile apps and groups in our MDM (MobiControl / Intune).
- Configuring, issuing, and supporting end-user hardware including desktops, laptops, smartphones, and computing accessories.
- Asset and stock management.
- Ownership of user problems, technical diagnosis, and issue resolution for on-site or remote based employees.
- Maintain accurate records of user issues and solutions in the knowledge base.
- Systems administration including Active Directory, Office 365, and a variety of web-based SaaS products.
- All other duties as assigned.
Desirable SkillsWord, excel, outlookUser creationOffice 365ExchangeMobile device setupNew PC/laptop buildsSharePointTeamsPrinter troubleshootingDiagnosing hardware/software issuesCreation of technical documentationPrioritizing incidentsActive DirectoryNetwork connectivity issue resolutionsWindows 10/11Entra ID/Intune
Skills & Requirements:
- Ability to communicate clearly with non-tech savvy co-workers
- Demonstrated experience of working with IT
- Experience using an IT ticket management system, e.g. Freshservice
- Experience in hardware support troubleshooting issues with smartphones, laptops, desktops
- Experience with MDM (Mobile Device Management) for mobile phones
- Experience administering Office 365, Entra/Intune, Windows Server, and Active Directory (AD) is required
- Experience supporting Microsoft Office products
- Knowledge of Microsoft based desktops and server operating systems
- Excellent interpersonal skills via telephone and in writing
- Self-motivated and ability to learn and progress skills and knowledge within the IT industry
Physical Requirements:
- Vision correctable to 20/20
- Finger dexterity for keyboarding and computer usage
- Ability sit or stand and stay focused for extended periods of time
- Ability to lift up to 20 lbs
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The Company
What We Do
Cennox is a multi-skilled business. Working across diverse industries, including financial services, hotels, restaurants, retail, transport & airports. We support the world’s leading brands, delivering products and solutions across multiple service channels. With offices and representation in 13 Countries and customers in over 100, Cennox is a leading brand for ATM Related Services.
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