Job Description

Job Summary

Provide direct Face-to-Face world class end user support experience with an emphasis on quality resolutions • Help improve end user’s productivity by completing triage, offering advice, teaching and developing solutions to common challenges with office products and capabilities • Provide hardware break/fix support and warranty support for current desktop, laptop, tablets and workstation devices • Provide operating system and application support to diagnose and resolve unique, non-recurring problems • Reimage systems as required • Identifies potential escalations and proactively alerts management as needed. • Partners, as required, with other IT teams as appropriate to ensure problem resolution is obtained and, if necessary, root cause is identified • Recommend and/or performs upgrades on systems • Work with procurement staff to purchase hardware and software • Complete installation and testing of computers and peripherals within established standards and guidelines • Provide basic support for mobile devices and printers • Provide primary support to executive users • Provide equipment move services • Ensures configuration and inventory management database entries are complete and accurate • Provides time / resource estimates for assigned tasks including time tracking activities • Local travel as needed • Perform other duties as assigned To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback.

Key Responsibilities

1. To adhere to quality standards, regulatory requirements and company policies.
2. To provide support for on call escalations and doing root cause analysis of given issue.
3. Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
4. To independently resolve tickets within agreed SLA of ticket volume and time.
5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.

Skill Requirements

• Must possess a professional demeanor and strong customer service/consulting/training skills • Experience troubleshooting/repairing desktop and laptop hardware in the field or in a related area • Basic understanding of networks, Intel servers and telecoms • Strong Break / Fix skills Desktops, Workstations, Notebooks, and Dell tablets • Strong Microsoft Office skills (Outlook, Excel, Word, and PowerPoint) • Strong Microsoft operating system troubleshooting skills • Strong macOS operating system (Big Sur & above) troubleshooting skills • Strong problem solving and critical thinking skills • Strong written and verbal communication skills • Must be self-motivated and the ability to work independently with minimal supervision • Must have excellent time management skills • Must be detail and process oriented • Ability to walk long distances across large facilities • Must be able to pass a background security check • Valid driver’s license and reliable transportation

Other Requirements

• What will make a candidate stand out o Experience with ticketing systems (Service Now, Smart IT, IT connect etc.) o Experience working with executives o Certifications: Hardware such as A+ or equivalent, Microsoft – MCSA Windows 7, 8 or 10, Network such as CCNA or CCNP o Experience performing remote control of PCs and video conferencing knowledge o SCCM experience