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

Responsible for providing technical support to the end-user community and associated enterprise applications, network connectivity, desktop infrastructure (both physical and virtual), operating systems, software, hardware, and peripherals. Resolves issues through multiple communication channels for support requests from end users to record and resolve reported incidents, service requests, and access requests within agreed service levels. Investigates and responds to all support requests by following documented process and procedure with the goal of restoring or fulfilling IT services for end users.

What Part Will You Play?Manages incoming request queues for service via ITSM system. Able to resolve most complex issues independently or lead workaround solutions if escalation teams are unavailable. Delegates tickets to lower level technicians. Responsible for timely resolution of issues and prioritization of work based on severity.Evaluates, develops, implements, and maintains the functionality and efficiency of computer and user objects in an active directory. Advances Group Policy for Edge of Network Endpoints and Operating Systems by recommending additions and changes to the policy for review and approval.Oversees the creation and maintenance of all images for hardware setup. Verifies images are acceptable to company policy and standards. Ensures physical and Virtual Desktop Infrastructure (VDI) devices interconnect seamlessly with application servers, mail servers, etc. Troubleshoots complex connectivity issues and acts as onsite SME for all connectivity issues.Responds to highly complex technical issues surrounding desktop/laptop hardware and Microsoft Operating Systems and/or installed software (e.g. 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 repeat problems. Services issues related to mobile devices and the MAC operating system. Oversees the encryption software deployed on laptops and applicable company equipment.Empowered to create and update processes related to Asset Management. Also able to lead or assist in projects relying on inventory data. Ability to do comparative analysis with multiple vendor quotes in order to provide a recommendation to leadership on major purchases.Ensures all daily operations are performed, and leads projects and prioritizes duties to ensure deadlines are met. Assists with escalations and reports back the cause and solution to the issue.Designs and implements robust and scalable solutions to establish and maintain desktop hardware and software. Identifies, evaluates and recommends new products, technologies, roadmaps, and strategies. Designs desktop support strategies that take into account office-bound and remote user base using both manual procedures and desktop tools.Develops and communicates technical systems and application standards, and ensures compliance with existing standards.Tests and evaluates new desktop packages and implements prototypes. Prepares reports regarding new technology to communicate to management.Ensures all daily operations are performed, and leads projects and prioritizes duties to ensure deadlines are met. Assists with escalations and reports back the cause and solution to the issue.Provides guidance to lower level technicians and acts as a subject matter expert maintaining/ensuring adherence to technology policies and compliance with all security controls.All other duties as assigned.

What Are We Looking For in This Role?

Minimum Qualifications

High School Diploma or EquivalentTypically Minimum 6+ Years Relevant ExpProven team player with outstanding interpersonal and communication (written & oral) skills Experience of cross functional working and cultural sensitivity Demonstrated experience supporting end user Windows, Chrome, and Apple devices within an enterprise setting ​Knowledge and administration of Microsoft Active Directory
 

Preferred Qualifications

What Are Our Desired Skills and Capabilities?Skills / Knowledge - As a highly skilled specialist, contributes to the development of concepts and techniques. Completes complex tasks in creative and effective ways. Ensures tasks of team are competed in a timely manner.Job Complexity - Consistently works on complex assignments requiring some independent action and a high degree of initiative to resolve issues. Makes recommendations for new procedures. Oversees a team and coordinates daily work covering multiple assignments.Supervision - Determine methods and procedures on new assignments with some independence. Often acts as a facilitator for group. Is formal team leader.

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. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact jobs@globalpay.com.