Qureos Mentor

Astreya

<div>
 
 
 Job Summary
 
 
 
 We are seeking a dedicated and knowledgeable Technical Support Specialist to join our
 
 
 team. As an End User Support IT Specialist, you will provide on-site and remote
 
 
 technical support for internal end-user software, hardware, and connectivity. We are
 
 
 looking for a driven, self-directed, technical professional who can work both
 
 
 independently and with the broader support team. The End User Support team is
 
 
 singularly focused on delivering a seamless technology experience for all users. The
 
 
 right candidate is capable of quickly and efficiently resolving a wide range of technical
 
 
 issues while providing top-tier customer service to our end users.
 
 
 
 
 
 
 Responsibilities:
 
 
 
 ● Identify, triage, troubleshoot, diagnose, and resolve complex technical problems
 
 
 via in-person, phone, chat, and email-based support channels.
 
 
 ● Troubleshoot technology issues related to hardware, software, user accounts,
 
 
 trading environments, operating systems, and mobility
 
 
 ● Fulfill IT hardware requests requiring delivery, setup, or low-level hardware
 
 
 troubleshooting for end users in the office where you&rsquo;re based.
 
 
 ● Provide hands-on data center support, including equipment installation, cabling,
 
 
 inventory tracking, and basic troubleshooting.
 
 
 ● Perform conference room maintenance sweeps and basic troubleshooting.
 
 
 ● Escalate issues to senior members of the technical support team, infrastructure
 
 
 teams, platform engineering teams, and/or third-party vendors to ensure
 
 
 end-user issues are fixed at their root and do not recur.
 
 
 ● Provide excellent customer service experiences for all end users, traders, and
 
 
 senior leadership, acting as the end user&rsquo;s advocate, ensuring their issues are
 
 
 fully fixed and they have an optimal IT experience.
 
 
 ● Collaborate effectively with both local and remote or distributed team members to
 
 
 accomplish small support tasks and large technical projects.
 
 
 ● Overtime responsibilities as needed.
 
 
 
 
 
 
 What we&rsquo;re looking for:
 
 
 
 ● 2+ years of relevant technical support experience in a medium to large, complex,
 
 
 and fast-moving enterprise environment.
 
 
 ● Advanced knowledge of Windows, macOS, Linux, iOS, Android, networking, and
 
 
 information security topics.
 
 
 ● Working knowledge of Active Directory, Azure, Intune, DNS, DHCP, Microsoft
 
 
 Exchange, TCP/IP, and VPN.
 
 
 ● Working knowledge of messaging platforms, telecommunication tools,
 
 
 collaboration tools, and video conferencing (e.g., WebEx, MS Teams, Zoom).
 
 
 ● Ability to communicate effectively and professionally across all settings to
 
 
 technical and non-technical audiences of all tenure and seniority.
 
</div>

Service Desk Specialist

<div>
 
 
 Scope:
 
 
 <ul>
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 Follows established procedures on routine work
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 Requires detailed instructions
 </li>
 </ul>
 
 
 
 
 
 Your Roles and Responsibilities:
 
 
 <ul>
 <li>
 Gather and maintain project requirement lists.
 </li>
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 Provides weekly project updates including action item updates.
 </li>
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 Schedules and coordinates project reviews and follows up on assigned actions.
 </li>
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 Effectively and accurately communicate status to the project team.
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 Assist with maintaining and monitoring project plans, project schedules, work hours and expenditures.
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 Assists with identifying project issues, determining the right team member to provide a solution, and/or escalating the issue to the client manager.
 </li>
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 Takes part in organizing, attending and participating in stakeholder meetings.
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 Documents and follows up on important actions and decisions from meetings.
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 Collaborates with various regional teams responsible for project resources and ticket resolution.
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 Assists with daily monitoring of the ticketing system, reassigning tickets where required.
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 Produces regular reports as required.
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 Assists with identifying trends or recurring problems and escalates to management for resolution.
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 Assists with locating and defining new process improvement opportunities.
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 Helps to develop and maintain knowledge and skills and keep up-to-date with new processes and procedures.
 </li>
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 Works closely with SDMs/Project Managers to understand and maintain focus on their analytical needs, including assisting with identifying critical metrics and KPIs, and delivering actionable insights to relevant decision-makers.
 </li>
 <li>
 Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position
 </li>
 </ul>
 
 
 
 
 
 Required Qualifications/Skills:
 
 
 <ul>
 <li>
 Associate's degree (A.A) or equivalent from two-year college or technical school and 1 to 3 years&rsquo; related experience and/or training; or equivalent combination of education and experience
 </li>
 <li>
 Flexibility essential - the role requires both office and remote commitments, as well as being willing to occasionally adjust work hours due to work with regional colleagues.
 </li>
 <li>
 Familiarity with Microsoft Excel and Google Suite
 </li>
 <li>
 Excellent Communication skills, both verbal and written
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 <li>
 Proactive attitude and dependable
 </li>
 <li>
 Excellent customer service skills
 </li>
 <li>
 Ability to work both within a team and independently
 </li>
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 Ability to multitask and prioritize workload
 </li>
 <li>
 Ability to use good judgment, as well as problem-solving and decision making skills
 </li>
 <li>
 Ability to maintain confidentiality and professional decorum
 </li>
 </ul>
 
 
 
 
 
 Preferred Qualifications:
 
 
 <ul>
 <li>
 Understanding or previous experience with ticketing systems and/or project management system
 </li>
 <li>
 Understanding of or previous experience in a technology driven environment
 </li>
 </ul>
 
 
 
 
 
 Physical Demand &amp; Work Environment:
 
 
 <ul>
 <li>
 Must have the ability to perform office-related tasks which may include prolonged sitting or standing
 </li>
 <li>
 Must have the ability to move from place to place within an office environment
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 Must be able to use a computer
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 <li>
 Must have the ability to communicate effectively
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 Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers
 </li>
 </ul>
 
 
 
 
 
 Astreya offers comprehensive benefits to all Regular, Full-Time Employees,
 
 
 including:
 
 
 <ul>
 <li>
 Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only
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 <li>
 Dental provided through UHC
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 <li>
 Nationwide Vision provided by UHC
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 <li>
 Flexible Spending Account for Health &amp; Dependent Care
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 <li>
 Pre-Tax Account for Commuter Benefit/Parking &amp; Transit (location-specific)
 </li>
 <li>
 Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
 </li>
 <li>
 Corporate Wellness Program provided by Goomi Group
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 Employee Assistance Program
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 Wellness Days
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 401k Plan
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 Basic and Supplemental Life Insurance
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 Short Term &amp; Long Term Disability
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 Critical Illness, Critical Hospital, and Voluntary Accident Insurance
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 Tuition Reimbursement (available 6 months after start date, capped)
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 Paid Time Off (accrued and prorated, maximum of 120 hours annually)
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 Paid Holidays
 </li>
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 Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law
 </li>
 </ul>
 
 
</div>

Assistant Project Manager

Join Astreya and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Astreya

About Company

Service Desk Specialist

Assistant Project Manager