Vacancy expired!
- Provide technical advice, guidance and informal training to end users using hardware and software programs.
- Troubleshoot and restore routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures
- Perform root cause analysis and develops checklists for typical problems
- Recommend procedures and controls for problem prevention
- Maintain knowledge database and call tracking database to enhance quality and timeliness of problem resolutions
- Work in a team setting, sharing information and assisting others with calls
- Take and handle incoming calls for support in an efficient and professional manner
- Provide first level of support to resolve most basic problems involving infrastructure and client technology components, including but not limited to:
- client hardware/software, printers, and network components
- Bachelor s or Technical Degree Preferred. (computer science, information systems, software engineering or other industry related curriculum).
- Minimum 2 years in Customer Service Environment
- 1-2+ years experience in a technician or relevant role
- Strong working knowledge of PC, Application, Hardware and Networking/systems/Platforms
- Basic understanding of desktop services, including Operating systems, Desktop applications, Print management, Network connectivity, and Password administration
- Working knowledge of ITIL service management - programs, procedures, and processes
- Experience interacting with the Business & ETP community
- Understanding of the IT infrastructure, including specialized experience in one or more areas (e.g., printers, PC's, software programs)
- Working knowledge of MS Office, Windows, Active Directory, and iOS
- Experience in supporting end users or Windows desktop and iOS mobile devices
- Microsoft Certified Desktop Support Technician or equivalent
- Ability to successfully troubleshoot LAN/WAN and VPN desktop or mobile device connectivity issues
Vacancy expired!