Description

Job Description:

  • As an End User Support Technician with 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 on-site or off-site 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.

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.

Education

Any Graduate