Ankura is a team of excellence founded on innovation and growth.Practice Overview:Ankura Technology Services (ATS) provides all technical infrastructure and support services across the company in a secure, reliable, and cost effective manner. Examples include laptops, email, the service desk, network connectivity, fileservers, phones, servers and common applications. ATS’s goal is to enable Ankura's consultants and business groups to effectively deliver both internal and external technical engagements. ATS strives to innovate while operating the business efficiently with the appropriate cost, risk and service level trade-offs. Role Overview: The Senior Service Desk Technician is responsible for ensuring consistent, world-class Tier 2 support of all Ankura end users. The Service Desk Technician will provide technical support and leadership to Tier 1 team members.
End user computer hardware and software
User access
Network connectivity
Printing and scanning services
Telephony and conferencing
This role is Exempt and Remote, located in the United States. There is a preference on Central & Pacific Time Zones. The working model is 24/7 support. The typical weekly model is Monday-Friday, but willingness to work weekend hours is required on a limited basis. Responsibilities:
Provide remote Tier 2 support and utilize ticket tracking system to document all incidents and service requests
Serve as the point of contact for customers to report technical issues and answer questions regarding upgrades, installations, and other software/hardware/network issues.
Accurately diagnose technical issues, gather and document the necessary information, and perform preliminary research using all relevant and available resources.
Effectively implement the steps found in Knowledge Base articles and other available documentation
Clearly and thoroughly document requests for assistance in our ticket management system and track incidents through to resolution/escalation.
Provide guidance and support to Junior Service Desk Technicians and technical teams as appropriate .
Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to IT leaders in a timely manner .
Apply diagnostic techniques to identify systemic problems, investigate root causes, and recommend appropriate solutions
Achieve metrics in support of service level agreements, client satisfaction surveys and incident/request resolution
Participate in and contribute to team meetings and suggest improvements
Maintain current knowledge of relevant technologies
Qualifications:
Bachelors degree is preferred. Experience can be considered in lieu of degree
Strong communication, multitasking, and customer service skills
Willingness to work onsite from our New York office
3+ years of Tier 2 experience in a hands-on support role
Demonstrable working knowledge of Windows 10 in an Active Directory environment
Significant experience with Microsoft operating systems, Microsoft Office applications and Microsoft Office 365 (email, SharePoint, OneDrive, Teams, etc.)
Experience resolving printer problems
Fundamental understanding of networking and related protocols
Analytical, result-orientated, creative problem solver
Active Directory management
Group Policy management
NTFS and Share permissions
Microsoft, A+ or other relevant certifications
#LI-Remote
#LI-NT1
Ankura is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability. Equal Employment Opportunity Posters, if you have a disability and believe you need a reasonable accommodation to search for a job opening, submit an online application, or participate in an interview/assessment, please email accommodations@ankura.com or call toll-free +1.312-583-2122. This email and phone number are created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues unrelated to a disability, will not receive a response.Ankura Consulting Group, LLC is an independent global expert services and advisory firm that delivers services and end-to-end solutions to help clients at critical inflection points related to conflict, crisis, performance, risk, strategy, and transformation. The Ankura team consists of more than 1,800 professionals serving 3,000+ clients across 55 countries who are leaders in their respective fields and areas of expertise. Collaborative Lateral Thinking That Deliversᵀᴹ, hard-earned experience, expertise, and multidisciplinary capabilities drive results and Ankura is unrivalled in its ability to assist clients to Protect, Create, and Recover Valueᵀᴹ. For more information, please visit, ankura.com.