Job Title: Onsite Desktop Support Technician

Shift: Day Shift

ESSENTIAL DUTIES AND RESPONSIBILITIES

Perform Service Desk tasks according to Standard Operating Procedures (SOPs).
Manage Service Delivery for primary (assigned) site, and also other regional sites within immediate Team.
Identify and deliver computer hardware, software and miscellaneous services meeting the defined Service Level Agreements (SLAs).
Accurately document instances of hardware failure, repair, installation, and removal in the ITIL Service Desk system.
Perform tasks related to Service Desk support in acquisition integrations

Administer and support current Anti-virus and Tanium software implementations to ensure the security of client systems. Monitor desktops for patching and anti-virus compliance.

Maintain the Configuration Management Data Base (CMDB) within the Service Desk system ensuring accurate IT inventory documentation.
Performs activities related to the operations and monitoring of the IT environment. Including on-site support at shopfloor and field services.
Maintain the Configuration Management Data Base (CMDB) within the Service Desk system ensuring accurate IT inventory documentation, IT stock management.
Perform timely activities related to the PC lifecycle: Install, Move, Add, Change, Refresh, Stock, Dispose.
Implement, configure, troubleshoot and maintain network printer/scanner MFD.
Implement, configure, troubleshoot and maintain desktop Teams and mobile phones.
Resolve backlog for incidents & SRs, report progress to end users and track root cause analysis.
Obtain approval and purchase hardware and software as required or requested.
Perform the VIP support on site when requested.
Under direct supervision, performs standard tasks using established methods, principles, concepts and procedures related to Service Desk activities.
Under some supervision, performs varied tasks and assignments involving judgment and some freedom to act.
Resolves questions or problems, referring only complex issues to higher level. Some evaluation, originality and ingenuity are required. Will participate in projects that are large scale deployments of client support level software or hardware.
Identify needs for end user training / tutorials and deliver them.

Perform other duties as assigned by the Service Delivery Management Teams.

MINIMUM QUALIFICATIONS AND EXPERIENCE

Minimum education, job experience, certifications, skills, knowledge and abilities that incumbents must typically have to perform the essential functions of the job acceptably with or without reasonable accommodation.

Bachelor s degree or country equivalent in a relevant discipline or commensurate combination of relevant experience and certifications
Minimum 3 years of experience in related IT roles
Windows 7/10/11 user and administrator knowledge/experience (Proven MS Certifications\trainings)
Proven TCP/IP and networking knowledge and work experience (ICND1)
PC Desktop/Laptop hardware knowledge at professional level
Audio/Video equipment support experience
Proven English language knowledge working level both oral and written (intermediate level minimum)
Able to read and understand technical manuals, standard operating procedures, and OEM guides.
Ability to effectively prioritize and execute tasks in a high-pressure environment.

Other skills and qualifications

Excellent verbal and written communication/language skills required to include the ability to provide written and verbal instructions, and compile and present information clearly.
Demonstrated customer focus evaluates decisions through the eyes of the customer
Strong analytical skills strong problem-solving skills, communicates in a clear and concise manner and effectively evaluates information / data to make decisions
Anticipates obstacles and develops plans to resolve
Broad understanding of IT Infrastructure and support processes
Experience managing 3rd party service providers
Apple Mac, iOS and Android expertise
Strong track record of understanding and interest in current and emerging technologies demonstrated through training, job experience and / or industry activities
Change oriented actively generates process improvements
Supports and drives change, and confronts difficult circumstances in creative ways
Knowledge of ITIL Foundations
Ability to present ideas in user-friendly language.

eCom Solutions, Inc.

Open Positions (1)

Customer Service

Desktop Support Technician