Desired qualifications:
* bs/ba in computer science, information systems, or an equivalent combination of education
experience:
* 3-5 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 travelling to remote sites or cluster
key roles and responsibilities:
* adhere to the sla and contract
* adherence to shift and shift planning including on call roster
* manage productivity
* to be skilled with the required training and development
* ensure security compliance and to adhere to it
* ensure sufficient inventory level is managed across locations (of the engineer supporting sites)
* ensure all service requests and incidents are resolved before agreed service levels
* plan and collaborate with any move request or project work
* providing technical and process assistance to the following activities
* install and configure desktops, laptops, mobile devices, and associated peripherals and related software.
* perform break fix, desk side support, imacd’s, data migration, refreshes and health checks
* perform onsite updates, configuration changes, or software installations.
* provide onsite technical assistance to end users by visiting their desk location
* 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
* 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 to network voice and data devices
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