IT Support

A Koud está em busca de um(a) Suporte de TI para atuação em um de nossos clientes.

Koud is looking for a IT Support to work with one of our clients.

• Support and Maintain organizational computers systems, desktops, peripherals, and mobiles devices;
• Installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment;
• Troubleshooting problem areas in person e by telephone.
• Assistance to the end-user anytime Assists with testing of clinical applications with users and appropriate applications teams;
• Investigates problems between applications and other interfaced systems and instruments;
• Assists in coordination with vendors on break/fix issues (vendor installs, monitors and maintains all remote software systems);
• Provide tier 1, 2 and 3 level technical support to end users and clients;
• Respond to tickets in the JIRA, Zendesk and Service Now Ticketing Systems;
• Monitor the JIRA, Zendesk and Service Now ticket queues for issues and/or requests submitted by end users or management. Tickets ranging from hardware/software issues, software installation requests, and network resource access;
• Ticket/request escalations to the correct division/dept. for completion or resolution;
• End user desk side support for Windows OS operating systems-based systems;
• Software management, diagnostic testing, and the utilization of remote-control tools used to troubleshoot and find a solution to various issues experienced by end user;
• Hardware asset break/fix, warranty coverage processing;
• Asset management and control;
• Supporting MS office 365 applications.

• Living in New York, Miami/FL, Houston;
• Experience in IT Support;
• Experience with MS office 365;
• Experience with JIRA, Zendesk and Now Ticketing Systems;
• Infrastructure;
• Windows Server 16, 19, and 22 Operation Administration
• Managing and providing support for SSM
• Azure AD – Intune, MDM, and MAM
• Apple Business Manager (non-priority)
• Dynamics;
• Desktop Support;
• Cisco ISE;
• Exchange – Administration and support (mobile and desktop);
• CUCM Support;
• IPC Support:
  Ticket routing to Brazil team and troubleshooting;
• Inspira;
• Confluence;
• Citrix Desktop;
• Proofpoint:
  Read-only access but ability to troubleshoot;
• Creation of groups in SharePoint (administrative skills needed for Texas);
• Inventory management;
• Print server administration (Sharp and Papercut);
• Cisco Any Connect VPN and Global Protect;
• Cisco teleconference;
• Monitoring:
  Grafana;
• Finance applications:
  Bloomberg, Net x 360, and Market Axess
• Also using:
• Forcepoint and Crowd Strike
• Fluent in English.