Senior IT Support Technician

CBTS is currently seeking a Senior IT Support Technician for a position located in Cincinnati, OH. Position Summary and Overview: The Senior IT Support Technician plays a crucial role in the global IT organization by ensuring a high performance of the service and customer satisfaction in the function that is the face of IT. The Senior IT Support Technician is part of the global IT Support and End User Services organization and manages supports end users and their workplace equipment in their respective region. The Senior IT Support Technician reports to the Regional Team Lead IT End User Support & Services. Responsibilities Responding to tickets including initial triage and resolution Ticket resolution based on Knowledge Base articles, Standard Work and public information Escalation of tickets as required Procurement of IT equipment and services, liaising with suppliers to control costs while maintaining good relations Installation, configuration and support to all hardware including laptops, desktops, printers, phones etc. Installation, configuration and support to all software including Windows, Microsoft Office and other company applications Support of company mobile devices Management of Users and Groups in Active Directory Tasks related to onboarding/offboarding of users Support and troubleshooting of telephony systems Basic support and troubleshooting of Network including switches, firewall and wireless Contribution to complex activities supporting IT security and compliance Creation and review of knowledge base articles Manager supervised execution of medium size projects Basic configuration, administration and maintenance of Windows servers including Active Directory, DNS, DHCP and Group Policy Basic configuration and support to Virtual Infrastructure Basic configuration and maintenance of backup systems End user training where relevant Maintain an excellent level of customer service Manage all IT facilities in site / region under supervision Experience: Professional level experience with IT hardware such as desktops, laptops, printers etc. Networking knowledge (switches, firewalls, routers, Wifi) including troubleshooting Professional level knowledge of MS Windows (Client and Server), MS Office, M365 and other typical desktop and server applications Working knowledge of tools like Microsoft End Point Manager, Lansweeper, Intune Basic knowledge of Cloud technology (AWS, MS Azure) Preferred Industry Certifications like CompTIA A/Network, MCP are a plus Cincinnati Bell Technology Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. Notice of Collection for California Employees, Applicants, and Contractors