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Job Title: Deskside Support
Minimum Experience 3-5 Years of EUC Support Services
As a member of the EUC Deskside Operations team, the candidate will provide high quality support
with very good customer service, technical expertise, and timeliness. This position has frequent
contact with end users, peers, and managers, primarily face-to-face as deskside support for service
requests and on-site problem resolution. The candidate will work in a team environment with a collaborative
approach to resolving customer problems and supporting other members of the Site Services department.
The candidate will also provide hands and eyes support to other IT teams including but not limited to
Audio Visual, Network ( Date and voice), and Servers.
Job Description
As an Onsite Support Technician with minimum of one to three years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities:
Provide customer facing end-user support that includes:
Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
Perform Break Fix, Desk Side Support, IMACD s, Data Migration, Refreshes, etc.
Perform onsite updates, Configuration changes, or Software installations.
Provide onsite technical assistance to End Users.
Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.
Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
Provide On-call support if required outside business hours on a rotational basis
Provide Hand and Feet support for network data and voice devices
FSO Telecom task:
Testing the cables using the tester for IP phone and TDM phones from patch panel to user s desk
Radio Communication Support and Administration
Desired Qualifications:
BS/BA in Computer Science, Information systems, or an equivalent combination of education or
Experience:
One to three years of experience in service delivery and End user hardware and software Configuration troubleshooting.
Experience with various desktop systems, operating systems, and diverse technical environments.
Excellent customer service orientation and verbal communication skills.
Experience Supporting Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices.
Ability to install software for and troubleshoot a wide range of applications.
Analytical thinking and problem-solving ability.
CompTIA A+ certification or equivalent certification
Flexible for travelling to remote sites or cluster
