GlobalWare Solutions (GWS) is a leader in customized supply chain management solutions. With facilities in Massachusetts, California, and Europe, GWS provides end-to-end e-commerce and supply chain management solutions that encompass both digital and physical fulfillment operations globally.

GWS manages and delivers core business processes including Fulfillment, Warehousing & Distribution, Assembly, Supply Base Management, e-Business, Software Delivery, Returns Management, and other value added services. GWS has the ability to deliver a combination of leading physical and digital, customer-centric solutions in real-time.

GWS is currently searching for a self motivated, detailed oriented individual that possess a strong background in Technical Support for our Hoofddorp, Netherlands location.

Job Description:
This role provides support to our users and external customers by helping to assess and troubleshoot hardware, software, VoIP, Blackberry devices and network issues with troubleshooting printers, desktops / laptops, using Windows XP and Windows 7 desktop operating systems, MS Office, and network problems.

Responsibilities:

• Responsible for entering and resolving trouble tickets in our IT Ticketing system
• Acts as a first point of contact for troubleshooting and network issues
• Identifies, diagnoses, and resolve problems for user’s computer software and hardware.
• Provides one-on-one end-user problem resolution as needed.
• Respond to requests for technical assistance by phone, email and/or using a ticket management system.
• Track issues to resolution updating the internal knowledgebase and/or communicating resolutions with relevant business units.
• Configuration of end-user laptops and or desktop hardware & software, printers and Blackberries/cell phones.
• Diagnoses and resolves end-user network or local printer problems, PC hardware problems, e-mail, Internet, VPN, and local-area network access problems.
• Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements.
• Performs desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements.
• Helps install local area network cabling systems and equipment such as network interface cards, hubs and switches.
• Support and maintain user accounts including rights, permissions and systems groups.
• Escalate more involved problems to the appropriate support team
• Responsible for imaging and reimaging desktop and laptops
• Install and update software as needed
• Assist with new employee training in use of hardware, software, and IT systems and processes
• SAS70 Policy Enforcement
• Virus Protection management

Qualifications Requirements:

• A+ certification or equivalent
• Associates degree or equivalent
• 3+ years in working with and troubleshooting computer hardware and software
• Organized and strong communications skills
• Knowledgeable in MS Windows XP, Windows 7 & MS Office
• Experienced with Active Directory and group policies is a plus
• Strong analytical and problem-solving skills
• Ability to organize and prioritize multiple concurrent tasks
• Professional work ethic and attitude
• Creative troubleshooting utilizing our internal knowledgebase along with the internet and other IT resources to resolve user issues
• Exceptional customer service and communication skills

GlobalWare Solutions offers a competitive compensation package. Email resumes to hr@gwsmail.com. We are an equal opportunity employer.