Beschreibung
Primary Responsibilities:• Local and Remote support of end user devices including, but not limited to: troubleshooting, repair, maintenance, upgrade recommendations / installations, configuration/setup, incident analysis and resolution, basic connectivity support (wired and wireless), PDA and Smartphone support, printer (MFD) support and peripheral management.
• Performing end user device imaging, deployment, installation and collection; along with the moving of any equipment from one location to another, while adhering to customer standards.
• Performing end user software installation, configuration, procurement, support, and troubleshooting on end user devices.
• Taking end to end ownership of assigned end user Incidents and Requests, while categorizing, tracking, prioritizing and providing up-to-date status and information to them while utilizing ITSM ticketing tools such as Service Now, Remedy, HP Service Manager, or Peregrine Service.
• As onsite ‘Smart Hands’ support, will be asked to perform training and orientation on use of Hardware and Software, along with coordination of onsite tasks from other off-site technical teams. Will also need to support VIP level end users, as needed.
• Assisting with Hardware/Software asset inventory Management, including hardware disposals.
• Support In-country/site PBX networks and PSTN interfaces.
• Assisting with special projects.
• Performing other duties as assigned.
Desired Skills and Experience
Core competencies, knowledge and experience:
• At least 3 years hands on experience in Field Support Services.
• Strong customer service skills
• Strong written and verbal communication skills
• Must be detail oriented and self-motivating
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
• Clients: Windows 10, Windows7, Windows XP, IOS
• Servers: Windows 2003, Windows 2008, Windows 2013
• Dell OEM Certified Technician for ordering parts through OEM and parts replacement
• Strong Microsoft Office skills (Outlook, Word, and Excel)
• Strong Microsoft operating System installation and troubleshooting skills
• Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers
• Basic knowledge to support Mac and iOS devices
• Knowledge to support Multifunctional Devices, Smartphones, PDA’s, iPhone’s, iPad’s & BYOD
• Experience in IT related services with basic understanding of Networks, Intel Servers and Telecoms
• Ability to successfully pass a background security check
• Experience including remote control of PCs and video conferencing knowledge
• Rotational On-call for executive support
Technical / professional qualifications:
• High school degree or GED required. Bachelor’s degree preferred.
• Microsoft certifications
Physical demands:
• Must be able to frequently remain in a stationary/sitting position.
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Frequently moves/lifts computer equipment weighing up to 50 pounds.
• Able to manipulate small hand tools.
Work environment:
• Generally works in an office or warehouse environment but may occasionally be required to perform job duties outside of the typical office setting.