Job Application - World Insurance Associates

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Help Desk Specialist, Level III - Edison, NJ

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Position Summary

Acquisition Integration support specialist Level III must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. You must also be customer-oriented and patient to deal with difficult customers.

Primary Responsibilities

Provide acquisition integration assistance and support for aggressive acquisition cadence. Including Firewall replacement, switch replacements, mail migrations, software, security, and hardware support. Document and track integration progress and solutions stay within the integration timeline.

  • Serving as the first point of contact for new acquisitions seeking transition of technology over to the WIA platform.
  • Performing hardware review and integration plan with buildout over Firewalls and switches troubleshooting of existing hardware and EOL acquired infrastructure. Troubleshoot issues through diagnostic techniques and pertinent questions.
  • Determining the best solution based on the issue and details provided by assessment.
  • Work with new acquired employees on new hardware and problem-solving process
  • Direct unresolved issues to the next level of support personnel identified by Alvin Rilveria.
  • Provide accurate information on IT products or services.
  • Record events and problems and their resolution in logs
  • Keep Acquisition project management documentation up to date using Smartsheet.
  • Close helpdesk tickets upon resolution
  • Follow-up with issues as needed/required.
  • Adhere to outline SLA
  • Pass on any feedback or suggestions by employees to Team
  • Identify and suggest possible improvements on procedures.
  • On – Call acquisition support through major network upgrades as needed
  • Support M&A integration process as needed and or outlined by team members.
  • Some travel required.

Additional Information

  • 7-10 years’ experience in IT