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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