Senior Support Technician

The Senior Support Technician's role is to support the stable operation of the in-house computing systems. This includes gathering and analyzing data in support of systems management, maintenance, and performance. This includes assisting in the planning, design, installation, configuration, maintenance, integration and optimization of the organization's wide area network. The person will have responsibility to diagnose, resolve, and document hardware and software problems; provide end user training where required; and provide end-user support for the manufacturing facility.
REQUIREMENTS
Lead, coordinate and participate in key process improvements for all systems throughout the organization.
Participate in the design and review of new Windows systems and Windows application deployments in both workstations and servers.
Perform file system and database configuration and management as needed.
Support the organization's Disaster Recovery initiative by maintaining equipment located at the facility.
Troubleshoot and resolve hardware and software problems, including end user desktop PCs and enterprise data servers located at the facility.
Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
Receive and respond to incoming calls, pages, and/or e-mails regarding end-user problems.
Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring systems operations.
Ensure that Windows-based workstations and servers comply with established policies, standards, licensing agreements, and configuration guidelines.
Define and perform system backups and recovery procedures to ensure full data retrieval.
Maintain and administer local network and e-mail accounts (Micrsoft/Novell and Exchange/Group Wise)
Coordinate with network engineering, business application, and database administration functions to ensure availability, reliability, and scalability of WIndows systems to meet corporate objectives.
Monitor and test system performance;provide statistics and reports.
Responsibility for localized data backup and recovery processes. Primary contact for off-site tape storage and retrieval.
Define and implement strategies for integrating Windows and non-Windows operating environments.
Review and deploy new system service packs, hot fixes, system updates, and vendor-supplied patches according to best practices.
Develop and maintain training materials and systems documentation for educating end users.
Manage and/or provide guidance to junior members of the team.
Perform other duties as assigned.