Vacancy expired!
At eXcell, we set you up for job success right from the start. Our precision recruiting process aligns the right fit for the right people. Our client has a brand-new opportunity for a Level 4 Technician to join their team onsite in the Chandler area. In the role of site IT service center Front Office, this role will plan and ensure quality and timeliness of activities related to provide IT services to the client. This Technician will create and close all IT service request using standardized tools (ISMP, ITDM) and methods as per SLA to ensure requests or incidents are addressed to satisfaction of the client. This Technician will independently plan and execute all the work including PCLD coordination. In addition, this role will partner with regional manager in reporting any major issue and seek support to close all the tasks in time. Responsibilities:
- Meet and greet the customer at the ITSC
- Understand the issues and create appropriate action plan
- Provide guidance of the timelines for the resolving the issue
- Create necessary ticket to track the service / issue
- Maintain records / logs of repairs and fixes and maintenance schedule using standard tools
- Setup and deploy laptops / desktops and provide guidance for client on accessories support
- Check computer hardware (HDD, mousse, keyboards MD, etc.) to ensure functionality as per service requests
- Install / troubleshoot appropriate software and functions / patches according to specifications
- Provide orientation and guidance to users on how to operate new software and computer equipment
- Support / guide customer on software upgrades / maintenance with minimal downtime
- Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.)
- Coordinate the repairs with OEM vendor where required including coordinating of shipping and receiving as per local requirement
- Responsible for meeting all the SLA and KPI as per contracts for all services
- Having strong knowledge in Windows OS 10 / 11
- Escalate to next level (L4 / L5 of support where needed to resolve the issue)
- Associate or Diploma degree is computer engineering, Bachelor's degree or foreign equivalent required is preferred institution
- 3+ years of progressive experience in the specialty in lieu of every year of education
- Minimum 3+ years of experience with Information Technology in desktop hardware and software support
- Experience of interacting with customer services support is major plus
- Minimum 3+ years of experience in IT Infrastructure Management - End User Computing / Audio-Video & Telephony
- Minimum 3+ years of experience IT technical support function i.e PC services or other technical support
- Excellent Office and Outlook 365 knowledge including the troubleshooting skills
- Experience of managing IT services with personal accountability for delivering to time and client requirement
- Track record of working with front desk support
- Good communication and interpersonal skills
- Good written and verbal communication skills must be able to communicate fluently in English
- Efficiency in operations management and knowledge on services tools and techniques
- Ability to work in tight deadlines and the ability to maintain quality whilst under pressure
Vacancy expired!