Job Summary:
The Senior Branch Support Technician (DSS Standard Tech) is responsible for providing advanced technical support to branch offices, ensuring that all IT systems, devices, and software are fully operational. The role includes troubleshooting, maintenance, and updates to ensure seamless branch operations. With more than five years of experience, this individual will be expected to handle complex technical issues, mentor junior team members, and collaborate with different teams for smooth IT operations.
Key Responsibilities:
- Provide advanced technical support for branch systems, including desktops, laptops, mobile devices, printers, and other peripherals.
- Diagnose and troubleshoot hardware and software issues in a timely manner to minimize downtime.
- Manage user accounts, security access, and permissions within the branch office systems.
- Oversee installation and configuration of hardware, software, and networking infrastructure.
- Provide remote and on-site support for branch IT systems.
- Perform routine maintenance, system updates, and upgrades to ensure compliance with IT policies and security standards.
- Ensure seamless integration of branch-specific applications, including upgrades and patch management.
- Coordinate with third-party vendors for hardware replacements, software updates, and maintenance services.
- Document troubleshooting processes, configurations, and system changes.
- Assist in disaster recovery plans, including data backup and restoration.
- Mentor junior technicians and provide guidance on technical issues.
- Participate in the development of new processes and improvement of existing support services.
- Act as a liaison between the IT department and branch offices, ensuring proper communication and resolution of issues.
Required Skills:
- Strong knowledge of Windows and Mac OS environments, with experience in Active Directory management.
- Proficiency in troubleshooting and configuring desktops, laptops, mobile devices, and peripherals.
- Experience with remote support tools and techniques (e.g., Remote Desktop, TeamViewer).
- Understanding of networking protocols, LAN/WAN, and TCP/IP.
- Knowledge of antivirus, data backup, and security practices.
- Strong communication skills to interact effectively with both technical and non-technical users.
- Ability to work independently and manage multiple tasks simultaneously.