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Company | Genesee & Wyoming Inc. |
Address | Jacksonville, FL, United States |
Employment type | FULL_TIME |
Salary | |
Category | Human Resources Services |
Expires | 2023-09-15 |
Posted at | 8 months ago |
Summary
- Keep customers informed on request status and progress
- Research questions and issues of open incidents
- Write technical training and usage documentation for user and/or team use
- Troubleshoot incidents, including but not limited to desktop, application, network, and telecom
- Assist with other projects and perform other duties as assigned
- Identify recurring incidents and escalate as appropriate
- Provide management information and recommendations for service improvements
- Submit new solutions of resolved incidents to knowledge database
- Prepare in advance for new releases and rollouts to anticipate customer inquiries
- Install, configure, and maintain Windows corporate devices and peripherals; provide off-hours support, as necessary
- Ability to work independently with minimal supervision
- At least one year of experience performing user account management responsibilities within a Windows Active Directory–based network preferred
- Good problem analysis and troubleshooting skills
- At least two years of experience in a direct customer-support role
- Willingness to travel as needed
- At least one year of experience working in the IT industry, including responsibilities for supporting Windows workstations in a corporate network environment
- Knowledge of ITIL processes preferred
- Knowledge of SMS/SCCM and Active Directory preferred
- Background in Dell PCs preferred
- A+ and/or Network+ certification preferred
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