IT SUPPORT LEVELS

LEVEL 1

SKILLSETS, CERTIFICATIONS AND RESPONSIBILITIES

SERVER ENGINEERING

  • Proficient in Microsoft Office Suite and Windows operating systems

  • Experienced in PC hardware maintenance and support

  • Skilled in rack/stack operations, physical connections, labeling, and smart hands support with remote assistance

  • One year of entry-level experience in break-fix services

  • Optional certification in MTA (Microsoft Technology Associate) for remote support

NETWORK ENGINEERING

  • Proficient in setup, configuration, troubleshooting, and maintenance of software and computer hardware

  • Basic configuration and troubleshooting of network switching and voice services

  • Collaborate with IT team members to ensure team functionality and effectiveness

  • Provide event IT support, document IT functions, and report all event IT support tasks

  • Serve as the first point of contact for stakeholders experiencing technical issues during events

  • Skilled in rack/stack operations, physical connections, and smart hands support for devices

  • One year of entry-level experience with CCNA certification

  • Experience in development, implementation, and technical support

END USER COMPUTING

  • Execute service delivery tasks (IMAC, Break Fix, Desk Side Support) in accordance with client policies and procedures

  • Coordinate with end users to manage expectations and schedule service appointments

  • Perform troubleshooting, parts replacement, system upgrades, basic deployments, and repairs on client assets

  • Identify potential issues that could impact end-user experience and take appropriate action steps

  • Utilize advanced tools and technical knowledge to resolve client problems and conduct scheduled installations

  • Provide technical feedback on process issues to enhance overall service delivery

  • Meet client service level agreements and customer satisfaction objectives

  • Escalate issues impacting clients, end-users, or operations according to service management processes

  • Provide end-user support, training, and manage Windows systems and network infrastructure

  • Conduct basic installation and maintenance of technical products following predefined procedures

  • Troubleshoot system-related issues, install and configure PCs and peripheral devices, and apply analytical problem-solving skills

  • Intermediate or experienced level with 2-3 years of experience, holding MCSE: Desktop Infrastructure certification

LEVEL 2

SKILLSETS, CERTIFICATIONS AND RESPONSIBILITIES

SERVER ENGINEERING

  • Proficient in fundamental operations of relevant software, PC hardware, MS Office, and other systems

  • Extensive knowledge of server hardware and Microsoft Server Operating Systems

  • Experienced in multi-vendor hardware and network environments, with a strong grasp of IT processes and procedures

  • Skilled in customer service practices, demonstrating a customer service orientation and expertise in problem analysis and resolution

  • Capable in physical connections, labeling, configuration, and troubleshooting, with remote support capabilities (MTA & MCSA certification) and break-fix skills

  • Intermediate or experienced level with 2-3 years of experience, holding certifications in MTA, MCSA, and Server+ (CompTIA)

NETWORK ENGINEERING

  • Support, document, and optimize our corporate internal network infrastructure

  • Gain proficiency in building, configuring, and deploying cutting-edge networking technologies

  • Familiarity with VPN clients, site-to-site VPN, VMWare networking, voice systems, and internet provider circuit connectivity

  • Knowledgeable in Juniper, Palo Alto, Meraki, Fortinet, Dell (networking), HP (networking), and/or Ubiquiti networking technologies

  • Understanding of small standalone UPS devices would be advantageous

  • Perform standard Windows networking operations such as routing via different NICs, printer setup, and use of iperf and Wireshark tools

  • Validate services, provide gateway support, and troubleshoot network and security infrastructure on routers, switches, and firewalls

  • Proficient in rack/stack operations, physical connections, console access, and basic configurations, with advanced configuration support for remote teams

  • Intermediate or experienced level with 2-3 years of experience, holding CCNA/CCDA/CCNP certifications

END USER COMPUTING

  • Manage IT-related inventory processes, which may involve updating inventory databases

  • Serve as the primary contact for hands-on support with projectors, laptops, adapters, and similar equipment

  • Provide facilities support, including furniture/equipment moves and issuing keys, collaborating with other departments

  • Support end users by assisting with desk-side activities, including IT equipment installation and asset management

  • One year of entry-level experience with MCDST certification

LEVEL 3

SKILLSETS, CERTIFICATIONS AND RESPONSIBILITIES

SERVER ENGINEERING

  • Support maintenance of Active Directory forests and manage Exchange in on-premises and hybrid configurations

  • Perform patching, documentation, and monitoring/alerting of Office 365 and Azure environments

  • Troubleshoot hardware, software, network, and storage issues to identify root causes in a highly virtualized environment

  • Manage systems lifecycle including building, installing, upgrading, maintaining, patching, monitoring/alerting, and documenting server systems

  • Address functionality and performance issues with Mitchell or third-party software solutions

  • Adhere to established change management processes for implementing changes safely

  • Participate in pre-scheduled off-hours data center maintenance activities and occasional escalations during off-hours

  • Collaborate effectively with system administrators and operations staff, handling system alerts and other assigned tasks

  • Manage basic DNS operations and maintenance

  • Provide smart hands-on support including rack/stack operations, base configuration, troubleshooting, and solutions (MTA, MCSA, and MCSE certified)

  • Senior-level with executive experience, possessing certifications such as MSCE, CompTIA Server+, and VMware Certified Professional

NETWORK ENGINEERING

  • Provide global levels 2 and 3 support for network infrastructure, focusing on maintenance and ongoing support

  • Monitor and support Citco's global network (WAN and LAN) across data centers and remote locations worldwide

  • Manage network infrastructure capacity and health, addressing chronic issues to resolution

  • Stay informed about new developments and technologies, recommending implementation of innovative solutions

  • Coordinate with telecom providers to deliver new circuits, demonstrating decision-making abilities

  • Demonstrate exceptional troubleshooting skills within the network scope and assist other IT groups as needed

  • Mentor junior team members to enhance their skill levels

  • Adhere to established processes, procedures, and policies, participating in the on-call support rotation

  • Design and implement new network solutions, enhancing current network efficiency

  • Install, configure, and support network equipment such as routers, switches, WAN accelerators, DNS, and DHCP

  • Procure network equipment and manage subcontractors involved in network installations

  • Configure firewalls, routing, and switching to optimize network efficiency and security

  • Investigate network faults and maximize performance through ongoing monitoring and troubleshooting

  • Coordinate upgrades by updating network equipment firmware and providing status reports to stakeholders

  • Senior-level, executive, or top-level professional with 3-5 years of experience and CCIE certification

END USER COMPUTING


  • Advanced expertise in Windows 10, Windows Surface Pro, and tablets

  • Proficient in image deployment on laptops and desktops using SCCM (System Center Configuration Manager)

  • Skilled in LAN technologies for advanced troubleshooting and escalation support, with strong customer service abilities

  • Capable of troubleshooting various software and hardware issues, including operating system problems

  • Familiarity with ITSM tools for change management, incident response, service requests, and problem resolution

  • Strong analytical and problem-solving skills, with a focus on troubleshooting and configuration

  • Knowledgeable in technical IT solutions and adept at understanding new systems and technologies

  • Proficient in troubleshooting and configuring customer issues, performing server repairs, and managing Office 365 and Azure AD architecture

  • Experienced senior-level professional with 3-5 years of experience, certified in CompTIA A+ and CompTIA Network+