Ankura is a team of excellence founded on innovation and growth.

Practice Overview:

Ankura Technology Services (ATS) provides all technical infrastructure and support services across the company in a secure, reliable, and cost effective manner​.  Examples include laptops, email, the service desk, network connectivity, fileservers, phones, servers and common applications. ATS’s goal is to enable Ankura's consultants and business groups to effectively deliver both internal and external technical engagements. ATS strives to innovate while operating the business efficiently with the appropriate cost, risk and service level trade-offs.​  

Role Overview: 

The Service Desk Technician is responsible for ensuring consistent, world-class Tier 1 support of all Ankura end users. As the first point of contact into the support system, the Service Desk Technician will provide technical support along with answering calls, emails and chats, document requests in the ticketing system.  

End user computer hardware and software 

User access 

Network connectivity 

Printing and scanning services 

Telephony and conferencing 

*This role is Exempt and Remote, located in the United States. There is a preference on Central & Pacific Time Zones. The working model is 24/7 support. The typical weekly model is Monday-Friday, but willingness to work weekend hours is required on a limited basis.
  

Responsibilities: 

Provide remote Tier 1 support and utilize ticket tracking system to document all incidents and service requests 

Serve as the initial point of contact for customers to report technical issues and answer questions regarding upgrades, installations, and other software/hardware/network issues. 

Accurately diagnose technical issues, gather and document the necessary information, and perform preliminary research using all relevant and available resources. 

Effectively implement the steps found in Knowledge Base articles and other available documentation 

Clearly and thoroughly document requests for assistance in our ticket management system and track incidents through to resolution/escalation. 

Provide guidance and support to Junior Service Desk Technicians and technical teams as appropriate. 

Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to IT leaders in a timely manner. 

Apply diagnostic techniques to identify systemic problems, investigate root causes, and recommend appropriate solutions 

Achieve metrics in support of service level agreements, client satisfaction surveys and incident/request resolution 

Participate in and contribute to team meetings and suggest improvements 

Maintain current knowledge of relevant technologies 

Qualifications:

Bachelors degree is preferred. Experience can be considered in lieu of degree 

Strong communication, multitasking, and customer service skills 

Willingness to work onsite from our New York office 

1+ years of experience in a hands-on support role 

Demonstrable working knowledge of Windows 10 in an Active Directory environment 

Significant experience with Microsoft operating systems, Microsoft Office applications and Microsoft Office 365 (email, SharePoint, OneDrive, Teams, etc.) 

Experience resolving printer problems 

Fundamental understanding of networking and related protocols 

Analytical, result-orientated, creative problem solver 

Active Directory management 

Group Policy management 

NTFS and Share permissions 

Microsoft, A+ or other relevant certifications 

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Ankura is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability. Equal Employment Opportunity Posters, if you have a disability and believe you need a reasonable accommodation to search for a job opening, submit an online application, or participate in an interview/assessment, please email accommodations@ankura.com or call toll-free +1.312-583-2122. This email and phone number are created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues unrelated to a disability, will not receive a response.