IMI CIB - IMISEC - System Network Administrator Specialist
Intesa Sanpaolo
- New York
- Permanent
- Full-time
- Serve as the first point of contact for Firm users seeking technical assistance over the Help4U portal, phone or email.
- Perform troubleshooting for software and hardware problems.
- Determine the best solution for resolving issues.
- Direct unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services
- Record events and problems and their resolution in Help4U portal.
- Follow-up and update end users with status and information.
- Suggest possible improvements on procedures.
- Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance.
- Provides answers to end users by identifying problems, researching answers, and guiding them through corrective steps.
- Improves user references by writing and maintaining documentation.
- Participates in development of client training programs by identifying learning issues and recommending instructional language.
- Improves system performance by identifying problems and recommending changes.
- 5+ years' experience in a helpdesk administration role.
- Experience with Microsoft Windows and applications.
- Previous experience with Cisco a plus.
- Bachelor's degree in IT, computer science, or related field of study
- Proven experience as a help desk technician or other customer support role
- Strong understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve technical issues
- Proficiency in English, Italian a plus
- Strong understanding of computer network infrastructure
- Knowledge of application transport and network infrastructure protocols
- Ability to create documentation and user guides
- PC proficiency and fundamental knowledge of networking concepts
- Proven hands-on technical troubleshooting capabilities and problem solving
- A+ preferred
- Microsoft certification a plus
- CCNA, or CCNP certification a plus