Key skills
Communication
About this role
Technical Support Responsibilities
- Onsite end user services support tech – knowledgeable in PC troubleshooting, break/fix activities.
- Additionally able to perform service requests, adds, moves
- Additionally candidate needs to have strong customer interact skills, listening and writing skills.
- This position assists with coordination of resources for project delivery ·
- Provide on-site field support to customers including installation, servicing and repairing systems and equipment. ·
- Troubleshoot known and unknown hardware issues related to corporate-issued or provided desktop, laptops, mobile devices (phone & tablets), peripherals, and associated accessories. ·
- Troubleshoot known and unknown software issues related to Windows 10, Microsoft Office, Outlook, Skype for Business, OneDrive and other corporate deployed desktop applications. · Troubleshoot Microsoft patches, corporate software deployments, group policies,
- Build and reimage a corporate-issued PC including performing any necessary upgrades required to solve the end-user productivity issue. Hardware replacement will occur after diagnostics are run to confirm HW repair, replacement, or upgrade.
- Troubleshooting of LAN/WAN issues impacting employee productivity in their computers. This will involve a demonstrated understanding of networking basics, TCP/IP, VPN, secure access methodologies, and wireless technologies.
- Perform IMACD activities within SLA's - PC and peripheral add move change
- Provide excellent verbal and written communication to end-users regarding their productivity issues. This communication also needs to be provided to IT and in English (Mandatory).
- Local language verbal and written skills will be considered a secondary requirement if required due to corporate policy.
- Must demonstrate the ability to interact with end-users of all levels using a variety of active listening and empathetic listening skills.
- Proven ability to communicate highly technical information to both technical and non-technical end-users both verbally as well as written.
- Documents solutions and incident resolution case notes in English in assigned reporting systems
- Performs inventory management.
- Desired: 2 – 3 years in a corporate Information Technology department providing end-user support over a wide range of end-user environments.