MEET OUR TEAM:

As a member of the User Support team, you will play a pivotal role in helping the Pega employees/contractors, resolve their IT issues and providing local support of which includes Desktop OS, messaging, networking, and various hardware configurations.

WHO YOU ARE:

Are you currently considered the go-to person in your current technical support organization? We are looking for you – a top performer who possess a broad range of technical troubleshooting skills, is comfortable working with end-users in pressure situations, and demonstrates the desire for continuous learning and development.

• Image new and existing hardware pre-deployment, setup user profiles and assist with data migration as needed.
• Follow established procedures for imaging, hardware deployment, software installation, password resets, media distribution, loaner equipment, customer handling and escalation protocols
• Troubleshoot network (TCP/IP) client configuration and connectivity issues primarily for email, printer access, VPN, and WIFI and escalating to Network Operations.
• Offer Tier 2 technical support to other members of the Help Desk staff.
• Handle advanced troubleshooting calls.
• Work with Systems Administrators and other members of the IT team on internal projects when necessary
• Participate in both local and global projects.