Essential Duties & Responsibilities:
- Provide technical support by trouble shooting PC hardware and software.
- Perform administrative functions as required.
- Monitor and resolve all Service Now tickets within established service level agreements.
- The ability to learn and utilize established tools and resources used in troubleshooting (e.g.: LogMeInRescue, Cayosoft, Zoom Video Conferencing software etc.)
- Understand and enforce TTEC GISR security policies and procedures.
- Complete assigned tickets within established service level agreements.
- Monitor email box for ticket and end-user status requests, updates, and escalations.
- Must work with a high level of urgency on escalated tickets and outages.
- End-to-end resolution during the ticket life cycle.
What skills you will need: -
Experience in PC hardware and software installation, configuration, and troubleshooting. Technical degree or technical certification preferred but not required.
- Strong understanding of the Windows 10 Enterprise environment and basic network trouble-shooting skills are required.
- Strong customer focus, professionalism and a positive attitude.
- Must be able to work as part of a cohesive team and self-driven to accomplish goals.
- Has the desire to gain knowledge and experience in various technologies currently used throughout TTEC.
- Ability to adapt to an ever-changing and fast-paced environment.
- Excellent communication and problem-solving skills within a team environment.
- Able to bring alternative solutions to common technical problems
