Technical Support Analyst - Remote Eligible

Global Payments IT Support Role

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

Summary of This Role

The purpose of the role is to provide a high quality service to achieve maximum customer satisfaction by supporting the Global Payments IT infrastructure, Global Payments applications and providing the primary interface into other GP IT teams. In addition to building/maintaining and troubleshooting PC's, cell phones, printers, multi-function products, and standard company applications, act as "smart-hands" for infrastructure systems such as switches, routers, Wi-Fi and servers.

What Part Will You Play?

• Provide end-user support in the installation, configuration, troubleshooting and maintenance of all technologies located within assigned office or region including, but not limited to laptop and desktop, printers, cell phones and peripherals;
• Provide local support for IT changes, requests and incidents raised through the Service Desk. Manage and support the Global Payments IT infrastructure.
• Have a good understanding of GSuite applications, Bettercloud and other Cloud Technologies; Administer and manage access to both internal and external applications as appropriate. Perform day-to-day auditing functions and support PCI activities to maintain the ROC and maintain inventories as required.
• Manage own workloads and meet project commitments, Assist in the implementation of technical IT projects and Business Initiatives and assist Service Desk/NOC in the support of business solutions.
• Provide "smart-hands" for installing, maintaining/upgrading and decommissioning of infrastructure systems such as switches, routers, Wi-Fi and servers. Manage corporate MDM solution and mobile device – Troubleshooting and resolving problems relating to applications, emails, contacts, calendar and data.
• Understand and support VPN issues and manage LogMeIn Rescue facilities and MDT by updating and deploying build images. Coordinate BCP activities between GP and SunGard. Provide Support to other GPN sites as and when necessary.
• Contribute to the development of standards and procedures. Establish and maintain positive working relationships between corporate business units and our technology partners. Interact with third-party software suppliers to perform problem resolution and enhancement. Manage and understand office network cabling.
• Provide documentation to support the appropriate use of corporate technology solutions. Participate and assist in planning and performing user relocations. To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.

What Are We Looking For in This Role?

Minimum Qualifications

• Previous experience of working in an IT support role and customer service role
• Working knowledge of Microsoft Windows and MAC client operating systems as well as various software packages including Microsoft Office and GSuite
• Ability to demonstrate practical troubleshooting and problem analysis techniques. Have a good attention to detail and ability to show initiative, plan and prioritise work load without supervision, prioritise, manage and perform under pressure to meet SLA's.
• Have excellent knowledge of Customer Service best practice.
• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
• Excellent organisational skills and ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.

Desired Skills and Capabilities

• Skills / Knowledge - Learns to use professional concepts. Applies company policies and procedures to resolve routine issues.
• Job Complexity - Works on problems of limited scope. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Builds stable working relationships internally.
• Supervision - Normally receives detailed instructions on all work.
• Client facing communication skills - Builds positive customer relationships, and works with clients to understand and respond to issues
• Problem resolution skills - Investigates and provides solutions to issues, incidents, and problems
• Organization - Prioritizes work according to business need, with minimal support

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law.