End User Support Technician

Job Description:

Responsibilities:

• As an End User Support Technician with Minimum of 5 years technical experience in providing quality services to the end users which includes the following key roles and responsibilities:
• Provide customer facing end-user support that includes.
• Break-fix support for Laptop, desktop, tablets and associated hardware peripherals.
• IMAC support including large scale/bulk office moves/re-stack activities (all moves).
• Support for Operating System, base load software, MS Office suite and other business applications.
• Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs.
• Access related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries.
• Support for the Mobility devices (IOS/iPhone/IPads).
• VIP and home-based office (HBO) user support.
• Manage the ticket queue in the remedy system and ensure they are resolved and closed within the defined service level maintenance.
• Respond to end-user requests for updates on ticket status and promptly follow up as needed.
• Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement).
• Perform managed print service invoicing/meter read/polling report verification.
• Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
• Provide IT support for events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support.
• Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.
• Provide On-call support if required outside business hours on a rotational basis.

Desired Skill Sets:

• Strong understanding of Client based Operating Systems.
• Strong ticketing system experience.
• Proficient understanding of level 1 Helpdesk services.
• Strong understanding of end user hardware.
• Strong knowledge of client based applications.
• Proficient with common network protocols (TCP/IP) for device connectivity issues.
• Excellent customer engagement and customer service skills.
• Strong desire to help, share, and assist others.
• Excellent analytical skills, Work Ethic and Problem-solving skills.
• Basic Safety knowledge in order to assist users with ergonomic equipment.
• Ability to lift heavy equipment s within the stockroom.
• Customer experience - CSAT focused with Customer is #1 Attitude.
• Professional and courteous and Ability and patience to work in a high dense client environment.
• Flexible for travelling to remote sites/Collocations.
• Technical Certification (Microsoft/Client/Dell) in the similar field will be an added advantage.