Service Desk Technician II

Introduction

Join us at AIT, where we believe every day presents an opportunity to make a global impact!We’re problem solvers, driven by our curiosity and creativity, in endless pursuit of solutions for our customers. Together, we champion the strength of our global teams. And, as trusted advisors, we go above and beyond, working together in a supportive and collaborative environment to ensure customer satisfaction.Through the company's continued growth, we challenge ourselves to be better, continuously learning and growing in our dynamic environment. Helping others is at the core of our culture, join us in finding fulfillment by giving back to our local communities as the united team that is AIT

Overview

The Service Desk Technician II is responsible for AIT’s front-line technical support. Daily activities include, but not limited to handling escalated issues from Level 1 support, enabling/disabling/resetting user accounts, printer setup/troubleshooting, software installation and troubleshooting, provisioning computers, and configuring mobile phones. We are looking for a customer-service focused teammate who can assist internal users in resolving problems through discussions and diagnosis and take the necessary steps to remedy the problem. Other activities include basic network troubleshooting, solving technical problems, and communicating to all levels of the enterprise.

Responsibilities

What You Will Be Doing Day-to-Day:

• Customer service with internal users
• Provide technology support for escalated issues from Level 1
• Create and maintain knowledge base documents
• Clearly and accurately communicate to all levels of the enterprise
• Ability to solve technical problems
• User account management
• Computer imaging
• Software installations
• Support multiple locations

What We Look for in Teammates:

• A team player who works well with others – being respectful to our teammates is a Core Value!
• A strong work ethic with an appreciation for ownership, independence, accountability, and autonomy in your role.
• Growth mindset – being passionate about your craft, always looking for ways to improve yourself and the company, being open to change and doing things differently. Having an interest in the latest & greatest technologies should be on your mind!
• Customer service focus – we serve a wide variety of customers, both internal and external, and building relationships is a part of our culture!
• Ability to take initiative, maintain confidentiality and meet deadlines
• Ability to work independently and within a team environment
• Troubleshoot, and manage wireless networks (Meraki and Extreme Networks).
• Troubleshooting and resolving LAN/WAN and application issues.

Other Requirements

• On-call rotation
• Frequent travel to other AIT sites
• Willingness to work weekends and evenings when required
• Ability to lift up to 50 pounds
• Multilingual is a plus, German is preferred

Qualifications

• Associates degree in Information Technology or related field preferred
• Minimum 3 years managing Windows 10 operating system
• Minimum 3 years administrating Active Directory
• Minimum 3 years in a customer service role
• Experience troubleshooting Microsoft Office
• Understanding of LAN/WAN networking

• Ability to articulate IT risk into easy to understand language that business leaders can understand as potential risks to the business
• The ability to maintain confidentiality regarding information processed, stored, or accessed by the systems is required
• The ability to manage multiple concurrent projects and to reason analytically is required
• Effective verbal and written communication skills and proficiency in writing technical specifications are required
• Excellent interpersonal, communication and analytical skills
• Written and oral communication skills

• Strong customer service skills
• Effective interpersonal and communication skills as you will be speaking to all users across the organization
• Ability to problem solve issues and determine potential solutions
• Deals with work process, optimization methods, and risk management tools in the given projects for the successful accomplishments according to the requirements of the stakeholders
• Willingness to travel within Europe and UK

What AIT Can Offer You

In addition to a competitive compensation package we offer great programs for our employees. For example, you have the opportunity to volunteer for 5 hours a year and give something back to society.

About AIT Worldwide

About AIT Worldwide Logistics:

AIT Worldwide Logistics is a global freight forwarder that helps its customers grow by expanding access to markets all over the world where they can sell and/or procure raw materials, components, and finished goods. For more than 40 years, the America’s-based supply chain solutions leader has relied on a consultative approach to build a global network and trusted partnerships in nearly every industry, including aerospace, automotive, consumer retail, food, government, healthcare, high-tech, industrial and life sciences. Backed by scalable, user-friendly technology, AIT’s flexible business model customizes door-to-door deliveries via sea, air, ground, and rail—on time and on budget. With expert teammates staffing more than 100 worldwide locations in Asia, Europe, India, and North America, AIT’s full-service options also include customs clearance, warehouse management and white glove services. Learn more about AIT Worldwide Logistics, our culture and core values in action here.