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Job Description

MSC Mediterranean Shipping Company continues to invest and lead the world container market with ships, an extensive container fleet, intermodal and dedicated staff for its customers. The Company’s evolution to its leading brand needs consistency to market, and therefore it is paramount to standardize data, processes and management information.

Established in 1998, MSC Technology provides development and technology support for the MSC transportation divisions and is composed by highly accomplished technology professionals. Today, with a team of 1000 plus, MSC Technology provides the best, most interactive maritime software solutions available in the industry. With an emphasis on equal employment opportunities and a collaborative approach to growing our expertise and solving complex problems, we are a trusted strategic partner with a great journey ahead of us.

Position Summary:

Responsible for providing support to end users on a variety of issues. Identify, troubleshoot, and resolve technical problems. Respond to calls, emails, and service desk requests for technical support. Track and monitor the problem to ensure a timely resolution. Support and maintain user account information including rights, security and systems groups for both On-prem and Cloud systems.

Key Responsibilities:

1. Deliver quality customer service for all service requests.

2. Maintain ongoing functionality of computer systems for business uptime.

3. Telephone and chat support for hardware and software problems on PCs.

4. Troubleshoot client connectivity issues and perform basic network administration.

5. Address user questions.

Specific Duties:

· Complete requests for service with high quality results in a timely manner. Documenting, prioritizing, and escalating to appropriate ITS groups as necessary.

· Answer calls, chats, and emails regarding all computer related problems in a timely manner.

· Troubleshoot any problems that can be resolved over the phone or via remote control utility.

· Perform basic network accounts management.

· Update System Support Team’s Knowledge Base.

· Handle/assign software and hardware installations and deployments, including documentation and inventories.

· Instruct end users on corporate and ITS specific policies and procedures.

· Perform other duties as assigned

Knowledge and Skills:

· 2+ years of directly relevant experience in a business environment are required. A bachelor’s degree or technical training is desirable, but certifications can substitute.

· Basic knowledge of current Microsoft Operation Systems and Microsoft Office Suite software packages.

· Basic knowledge of Windows Workstation and Server and corresponding management consoles including Active Directory and GPMC.

· Basic knowledge of Azure Active Directory and Intune MDM.

· Basic knowledge of Citrix XenApp.

· Experience in service desk or customer support required with exceptional organizational and communications skills.

· Strong customer service ethics and ability to appropriately respond and maintain professionalism while handling multiple priorities and high-pressure situations.

· Ability to work independently as well as in a team to increase efficiency and quality of service for end-users.

· Ability to quickly familiarize oneself with new software and technologies and work on new projects with little or no training required through application of existing working knowledge.

Job Restrictions:

- Hybrid Schedule: remote work allowed Wednesday & Thursday only

- Direct Hires (no Agencies)

- Only considering applicants in regional area (NY, NJ and PA)

- US Citizens or those legally allowed to work in the US only

- Will not hire on a contract basis

45,000 - 60,000
IT-Software / Software Services
Functional Area

IT Software - Application Programming, Maintenance

Role Category

Project Manager-IT/Software

Project Manager-IT/Software