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IT Support Engineer

Employer description:

PCG provides management consulting and technology services to help public sector education, health, human services, and other government clients achieve their performance goals and better serve populations in need. Founded in 1986 and headquartered in Boston, Massachusetts, USA, PCG has more than 1000 professionals in 33 offices around the U.S., Canada, and Europe. The firm draws on more than two decades of consulting to public sector clients to deliver best-practice solutions.

Requirements:

• a Bachelor’s degree
• 2 years of related work experience
• ITIL foundation certification strongly desired
• strong knowledge of Microsoft Windows and Linux operation environments. MSCE prefered
• exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• strong documentation skills
• ability to absorb and retain information quickly
• strong proficiency using/administering enterprise class network and application monitoring
• strong proficiency using/administering enterprise class back up/DR solutions
• highly self motivated and directed
• keen attention to detail
• proven analytical and problem-solving abilities
• ability to effectively prioritize and execute tasks in a high-pressure environment
• experience with the following third party tools desired:
• ComVault
• SunView Change Gear service desk solution
• SolarWinds Orion monitoring tool
• opnet network and application monitoring
• MS SCOM
• VMware

Duties:

• provide network, computing and desktop support functions
• the position reports to the Manager of Operation in PCG’s Information Technologies Services (ITS) group
• the position is located in our Lodz, Poland office and, as part of our global ITS organization, will provide equipment provisioning and desktop support to employees as well as monitoring and problem escalation support for customer facing hosted services in Poland and the USA
• following ITIL foundations, the success candidate will provide Incident Response for PCG service catalog, provide consistent and valuable feedback to escalation points and management, and provide full life-cycle desktop support to all PCG Poland employees
• support enterprise IT using automatic and manual monitoring
• troubleshoot IT desktop and Infrastructure problems
• prioritize and escalate issues to PCG level 2 and 3 support staff as defined in governing procedures
• advise staff on appropriate action
• follow best practice ITIL process
• record, track, and document the Incidents and requests in the PCG ticketing tool. Ensure all successful and unsuccessful decisions made, and actions taken, through to final resolution have been captured in the ticket
• apply diagnostic utilities to aid in troubleshooting
• access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• identify and learn appropriate software and hardware used and supported by the organization
• produce Service Runbooks to be publish for ITIL library
• test fixes to ensure problem has been adequately resolved
• provide off-hours monitoring and escalation support for USA hosted services
• provide training to department staff members as office support team grows

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