Tech/IT Support (Level 3)

Career Opportunity: Job Title: Tech/IT Support (Level 3) About CodeForce 360 Making a career choice is amongst the most critical choices one can make, and it's important for the choice to be calculated with factors such as a company's run of success since its inception and more. But, when you come across a company that has reputation proven with nothing but an illustrious run of success since the day it began, you don't need to think of anything else. That's precisely what some of our employees and prospective employees think when they came across CodeForce 360. Position Overview Tech/IT Support (Level 3) Requirements:

• Manage and resolve Corporate C Level Executive and responsible for all Corp events support.
• Provide third line support to 2nd level service providers, monitors tickets for escalations and intervenes as necessary to ensure timely and high quality support experiences.
• Available for critical incidents and activates critical incident management procedures as necessary.
• Follows customer issues through to completion to ensure resolution and customer satisfaction are achieved.
• Authors technical documents, procedures and training materials.
• Provides Exec user training for new implementations and opportunities identified by the IT management team.
• Expert in the use of end-point services automation and remote monitoring and management tools, such as Intune, and remote console and remote desktop services.
• Intermediate to Expert knowledge administering Mimecast, Microsoft O365 including SharePoint and Teams, Azure AD, Endpoint Manager, Exchange, Security.
• Intermediate technical support for all Audio/Visual related systems including but not limited to display devices, projectors, video teleconferencing and Crestron control systems using documented procedures and tools.
• Achieve or exceed defined Service Level Agreements for Incidents and Service Requests.
• Participate in the on-call rotation that may include off hours, onsite visits or remote troubleshooting.
• Support the organization in maintaining a work environment focused on quality and that fosters learning, respect, open communication, collaboration, integration, and teamwork.
• Other responsibilities, as assigned.

• 5+ years' experience as a personal computer desktop technician, field service technician and/or related experience required at a 3nd or senior level.
• 5+ years of direct experience utilizing end-point management systems to administer end-user systems. Microsoft Active Directory and Intune experience preferred.
• 3+ year with direct experience supporting Corporate C Level Executive and Corporate Events (Townhall, Investor Calls, etc.)
• Exceptional customer service and client communication skills, from front line to senior executives.
• Excellent analytical and troubling shooting skills.
• Must have the ability to effectively diagnose and troubleshoot a broad range of technical problems.
• Must be able to manage time and work effectively and efficiently.
• Ability to work independently on projects, monitor support queues for escalations and communicate critical issues to the IT management team.
• Possess the knowledge of industry standard products, systems, applications and current operating systems.
• Biotech or pharmaceutical industry experience is a plus.

• Excellent verbal and communication skills, including effectively listening skills to interpret and understand end user needs.
• Excellent interpersonal and customer service skills, including the ability to manage controversial and/or adversarial situations calmly and professionally.
• Possess a professional demeanor, is dependable and reliable and can adapt to changing priorities and needs.
• Role model for client TRAIT values (Transparency, Respect, Accountability, Integrity, Trust)
• Ability to maintain confidentiality and to operate in the role with the highest of ethical standards and professionalism are required.