Senior Technical Support Analyst

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  Performs the installation, repair and preventative maintenance of servers and edge of network devices (e.g. desktops, laptops, MDM platform, MACs) and related systems while ensuring all processes and procedures take into account company policy / standards and industry best practices. Assists in determining suitable software to meet user requirements. Troubleshoots software and hardware failures and identifies network problems when they relate to servers, desktop or laptop computers, MDM platform, or related peripheral equipment.

What Part Will You Play   Prepares servers, desktops, and laptops by imaging devices in preparation for deployment and testing them for proper operation, as needed. Creates and maintains image(s) for hardware setup, as assigned. Ensures Thin Client and Virtual Desktop Infrastructure (VDI) devices interconnect seamlessly with file servers, mail servers, etc. Begins to troubleshoot complex connectivity issues.
Maintains the functionality and efficiency of computer and user objects in active directory while maintaining correct Organizational Units (OU). Assists in the maintenance of Group Policy for Edge of Network Endpoints and Operating Systems. Unlocks team member accounts, as needed from a backup perspective.
Occasionally proposes, develops, and communicates technical, systems, and application standards and ensures compliance with existing standards.
Responds to complex technical issues surrounding server/desktop/laptop hardware (e.g. responsible for scheduling and getting bad equipment fixed/replaced through the vendor), Microsoft Operating Systems, IBM (Domino), and/or installed software (e.g. troubleshooting encryption software issues, troubleshoots and fixes vulnerabilities identified by information security, software vendors, or operations risk assurance), and follows through to appropriate resolution, while creating a repeatable process and eliminating recurring problems.

Services issues related to Mobile Device Management (MDM) platform and the MAC operating system. Acts as tier 2 support for lower level analysts on hardware and software issues. Performs routine All System Outages (ASO) to ensure Security and Patch Management are held within the tolerances of acceptable system performance.
Supports testing and evaluation of new desktop packages and implements prototypes.
Assists with projects by completing assigned tasks and recommends options to project leader in order to meet goals. Occasionally leads projects. Works with external vendors to ensure a smooth and successful delivery of any externally sourced services and products.
Adheres to technology policies and complies with all security controls while providing guidance to lower level analysts.
Assists with the design and implementation of robust and scalable solutions to establish and maintain server and desktop hardware and software. Helps design server and desktop support strategies that, on the latter, also take into account office bound and remote user base using both manual procedures and desktop tools.

What Are We Looking For in This Role   

Minimum Qualifications
Bachelor's Degree Relevant Experience or Degree in:
Computer Science, Management Information Systems preferred other degrees considered
Typically Minimum 4 Years Relevant Exp
Experience in an IT Server, Network, and/or PC Support environment, or experience in an IT customer support environment will be considered

Preferred Qualifications
Relevant vendor accreditation desirable.

What Are Our Desired Skills and Capabilities   Skills / Knowledge - A seasoned,…