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Description
As a Technical Support, you will be responsible for daily management, scheduling, and triage of incoming customer support requests as well as imaging and deployment of desktop and mobile devices. You will be supporting local and remote customers including call agents, employees and clients. Our platforms span a diverse Linux/Windows environment as well as numerous cloud solution providers. Mobile devices support includes iOS and Android. Were looking for A Players who are self-motivated, excellent communicators, and are driven to constantly improve systems and processes.
Essential Functions:
Laptop/desktop imaging, deployments and break/fix
Printer/hardware and software installs
Patch Management
General user support and training
Mobile device user support and training
Softphone support
Active directory and LAN support
Remote user support
VPN account setup and support
Anti-virus management and support
Research call delivery
Respond to telephone calls, email and personnel requests of technical support in a timely manner.
Participate in an on-call schedule and available 24/7, as needed.
Provide excellent customer service in a challenging environment.
Additional functions:
Follow Incident and Service Desk Ticket Reporting procedures
Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed as assigned.
Ensures that decisions made to improve the overall IT Service Delivery area are continually carried through.
Support of specified hardware and software environments
Work collaboratively across teams in a fast paced, global environment
Exhibit strong quantitative, analytical and problem solving skills
Perform miscellaneous related duties as assigned
Create documentation for all new implemented processes and procedures.
Qualifications:
A minimum of 2 years desktop administration experience in a Dell and IBM environment
Good understanding of Microsoft Windows operating systems, including system installation / configuration, file system concepts, resource monitoring, user administration, package management, and process control / management
Active Directory, LAN and WAN experience
Microsoft Terminal Service experience
Mobile device (iOS and Android) and softphone support experience a plus.
Strong interpersonal and communication skills and able to train users on topics.
Highly motivated and self-driven, capable of working with little instruction to resolve demanding tasks, as well as work with internal teams
Able to work in cold room environments and lift a minimum of 40 lbs.
