Support Technician, IT

Aptean is changing.

Our bespoke ERP solutions are transforming a huge range of global businesses, from food producers to manufacturers. In a world of generic enterprise software, we provide targeted solutions that bring together the very best technology and drive greater results. With over 3000 employees, 50 different products and a global client base, there’s no better time to advance your career at Aptean.

Develops practical and innovative ways to identify and meet goals. Is responsible for work that is less defined in scope and has the understanding and experience to execute business objectives.

This role has the ability to effect short-term and some long-term business goals.

The candidate must demonstrate the ability to provide high levels of customer service, with proven experience resolving technical issues within a corporate computing environment.

About the role

Knowledge: A seasoned, experienced professional with a full understanding of area of specialization; resolves a wide range of issues in creative ways. This job is the fully qualified, career-oriented, journey-level position.

Complexity: Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Networks with senior internal and external personnel in own area of expertise.

Supervision: Normally receives little instruction on day-to-day work, general instructions on new assignments.

You will also:

• To respond to support calls within an acceptable time frame.
• Proactively and independently provide support on incidents related to desktop applications, printing, e-mail, networking, remote access, hardware issues and enterprise applications globally in a timely efficient and professional manner.
• Creates and maintains documentation that is clear and concise that helps build a shared knowledge base for IT that contributes to a continuous improvement culture
• Deploy software images for desktop PCs, laptops and mobile clients.
• Troubleshoot and replace failed laptop, PC or printer hardware.
• Build and maintain relationships with customers to ensure appropriate and agreed services are delivered.
• Handle problem recognition, research, isolation, resolution and follow-up for routine software and hardware problems.
• Log, prioritize, and assign calls, voicemail, emails and walk-up requests in the IT ticket system.
• Manage deliverables associated with a project by prioritizing, tracking, and completing assigned tasks.
• Must be prepared to work evenings and weekends as required to complete key IT projects that can only be performed outside of normal business hours.
• Ensures all IT policies, processes and service level agreement commitment are upheld.
• Consistently brings a solutions-focused mind-set to problems. Focuses to find the root as similar problems do not reoccur; Knows who to engage and when in finding resolution; Resolution strategies consider all areas that may be impacted; Can often anticipate problems before they occur.
• Supports the integration of acquisition companies into the Aptean environment. Tasks are completed on time and to quality expectations. Knows who to escalate to and when.
• Participate in 24x5x365 support and weekend support as requested by the business.

Actively participate in IT KPI’, OKR’s, projects and tasks as assigned

Work Experience

(Indicate the approximate years of relevant work experience necessary for this position)

Typically requires a minimum of 3 years of related experience with a Bachelor’s degree; or

1 year and a Master’s degree; or a PhD without experience; or equivalent work experience. Typical range is 3~5 years.

• Shift Timings – 24x7 (Rotational Shifts)

Knowledge

• Knowledge of PC Hardware troubleshooting skills related to desktop and laptops, printers and monitors.
• Knowledge of computer basics including Microsoft Windows Operating Systems, Microsoft Office, network connectivity, communication protocols, Remote access tools, and Printing, Systems Imaging, Microsoft Teams, SCCM / MECM.
• Knowledge of information technology and experience relating to information technology issues and problems.
• Maintains current knowledge of information technology and keeps abreast of new and emerging technologies.

Skills and Abilities

• Able to work without supervision and able to set own direction.
• Good listening, verbal, interpersonal and written communication skills.
• Good problem solving and analytical skills.
• Passion for customers.

Other Skills: ITIL a plus; Six Sigma a plus; SSAE 16 / SAS70 a plus

If you share our mindset, you can share in our success. To find out more about joining Aptean, get in touch today.

Learn from our differences. Celebrate our diversity. Grow and succeed together.

Aptean pledges to promote a company culture where diversity, equity and inclusion are central. We are committed to applying this principle as we interact with our customers, build our teams, cultivate our leaders and shape a company in which any employee can succeed, regardless of race, color, sex, national origin, sexuality and gender identity, religion, disability or age. Celebrating our diverse experiences, opinions and beliefs allows us to embrace what makes us unique and to use this as an asset in bringing innovative solutions to our customer base.

“At Aptean, our global and diverse employee base is our greatest asset. It is through embracing and understanding our differences that we are able to harness our individual power to maximize the success of our customers, our employees and our company.” – TVN Reddy