Desktop Support Analyst - Manchester, United States - HTS Engineering - Heat Transfer Solutions

HTS Engineering - Heat Transfer Solutions

Verified Company

Manchester, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

HTS Engineering Ltd. is the largest independent commercial HVAC manufacturers' rep in North America, with 20 locations in the US and Canada.

HTS has a vibrant look and brand promise one that reflects our company-wide commitment to ensure the individual success of all those involved in a project's HVAC system selection, design, purchase, installation and maintenance including our employees, suppliers, customers and end users.

Background
HTS Engineering Ltd. is North America's largest independent commercial HVAC manufacturers' rep, with 20 locations in the US and Canada.

Its vibrant look and brand promise reflect our companywide commitment to ensuring the individual success of all those involved in a project's HVAC system selection, design, purchase, installation, and maintenance, including our employees, suppliers, customers, and end users.

Founded in 2015 in Toronto, Canada, KORE Solutions is a subsidiary of HTS and an innovative technology solutions and services provider focusing strongly on the HVAC manufacturer's representative industry.

With various offerings, including business intelligence software, help service support and more, KORE delivers end-to-end solutions that empower our partners and clients to build successful businesses.

At KORE, communication and collaboration are our top priorities. As a team member, you'll work closely with all departments to develop our software, TRAX, and its infrastructure. We have a strong teamwork-oriented culture, meaning you're surrounded by resources who want you to succeed. Your contributions will also have a direct impact. You'll be providing meaningful change to the company and serve to enhance our processes.
Job Mandate

Major Responsibilities:

Responsible for the overall administration of the desktop and network environments in their specific location.
Work with fellow and senior team members to overcome technical challenges and document the solutions.
Provide outstanding customer support and keep a pulse on the customer experience journey.
Keep a calm and calculated approach to critical situations where quick response and resolution are essential.
Keep the office clean and organized, free from obsolete IT hardware in the office.
Troubleshooting and managing incidents and problems as they arise. Ensuring service level and operational level agreements are met and maintained.
Responsible for the overall administration of the desktop and network environments in their specific location.
Work with fellow and senior team members to overcome technical challenges and document the solutions.
Provide outstanding customer support and keep a pulse on the customer experience journey.
Keep a calm and calculated approach to critical situations where quick response and resolution are essential.
Keep the office clean and organized, free from obsolete IT hardware in the office.
Troubleshooting and managing incidents and problems as they arise. Ensuring service level and operational level agreements are met and maintained.
Responsible for oncall rotations.
Installation of software and hardware as required.
Diagnose, troubleshoot, and resolve complex hardware and software issues.
Maintain the current desktop environment, including but not limited to telephones, PCs, monitors, printers/copiers, peripheral devices, and mobile units.
Maintenance of the primary internal network (server room, network stack, cablings, ports, hardware). Executing changes as required.
Responsible for using the ticketing system to record all problems, incidents, and changes. Ensuring detailed troubleshooting and accurate resolution notes for each ticket.
Identify and escalate critical issues to the appropriate groups.
Create and maintain Knowledge Base content relating to IT support.
Review and maintain documentation and asset system data to ensure consistency and accuracy of data.
Provide basic enduser training on login, software, hardware, and internal security.
Adherence to corporate policies, signed agreements with service/product providers, and other related operational guidelines.
Perform other related duties as assigned.
Work in a positive and energized team environment.
Participate in projects that will aid and assist the yearly technology corporate vision.
Office365 administration