IT Support Technician

TN, US

Date:  Feb 17, 2024
Microvast, Inc.

We are committed to providing our customers with outstanding selection and value, the highest quality products and superior customer service. Inspired by the values upon which we began our company, we remain dedicated to our customers, our associates, and our communities.

Position Description

As an IT Support Technician, you will be responsible for providing a wide array of end user services for the Microvast associates in the Clarksville, TN manufacturing facility, in addition to other U.S. locations. The IT Support Technician is an integral part of a fast-paced IT department responsible for technology support and implementation. The role requires a working knowledge of Windows desktop systems, installation, configuration, maintenance, and support. The position is dynamic in nature and requires the drive to learn and hone new skills and practices on a regular and ongoing basis.

Job Responsibilities

· Respond to and resolve end user issues within specified SLA (Service Level Agreement) periods.

· Provide excellent Customer Service to all consumers of services provided by the IT Service Delivery team.

· Identify, research, and resolve technical problems.

· Communicate thoroughly in order to minimize customer interruptions and avoid duplicate information requests.

· PC (Windows and MacBook) troubleshooting (Hardware/Software/Network/Peripherals).

· Administrative tasks with Office 365/Office Suite.

· Serve as the primary Administrator for the Device Management solution (Intune).

· Install desktop applications as directed.

· Address the procurement of laptops, peripherals, and software for the knowledge workers in the U.S.

· Provision/troubleshoot virtual desktop solutions where appropriate utilizing Microsoft Azure.

· Serve as the Administrator for platforms such as SharePoint and Atlassian.

· Fix any non-compliance issues relating to Office 365, desktops, or laptops.

· Identify the opportunity of standardization and cost optimization.

· Document all activity while communicating appropriate status to the end user.

· Escalate any problems and issues in a timely manner, knowing when and who to escalate problems.

· Work collaboratively across the business to build partnerships strengthening customer support satisfaction.

· Recommend process, policy or procedure additions and modifications to the Service Desk knowledge base to ensure the information for troubleshooting issues and proven resolutions are repeatable.

· Provide spot end-user training as necessary.

· Assist IT leadership in defining tooling and processes that will be delivered to the users.

· Assist with the development of the IT budget including tracking of actual spend to budget.

· Occasional travel may be required. Should not be more than 3 trips per year.

Qualifications

Required Skills & Experience:

· Minimum of 3-years of experience in IT support, help desk, or system admin role.

· Experience with Microsoft Azure.

· Experience with Office 365/Office Suite.

· Experience with SharePoint and OneDrive.

· Experience with Windows and MacBook OS troubleshooting.

· Ability to work in a rapid change and fast-paced environment.

· Experience with cloud services, network communications, collaboration tools, enterprise tools and software.

· Network administration skills - Basic knowledge of LAN/WAN networking and TCP/IP ports HTTP, HTTPS and file sharing.

· Use of issue/problem tracking system (e.g., Jira Service Desk, Remedy, or Service Now).

· Experience using ITIL best practices is a plus.

Soft Skills:

· Remain calm and professional under pressure, high ticket volume, and major events that impact the customers.

· Solid analytical skills and understanding of processes, technology and operational concepts.

· An unquestionable work ethic with the ability to accomplish established goals with minimal supervision.

· Excellent critical thinking skills.

· Strong project management and people management skills.

· A high degree of attention to detail and highly organized.

· Strong written and oral communication skills.

· Strong technical documentation skills.

· Strong teamwork skills.

· Excellent leadership skills.

· An ability and drive to adapt and learn new skills related to IT Service Delivery.

· Ability to multi-task and shift with changing priorities and projects.

· Ability to train IT Service Delivery concepts.

Physical Requirements

Summary

We are an equal opportunity and affirmative action employer and is looking for diversity in qualified candidates for employment:  Disabled/Veteran.