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Form of workJob Description
Job Description:
- As an End User Support Technician with Minimum of 5 years 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.
- Break-fix support for Laptop, desktop, tablets and associated hardware peripherals.
- IMAC support including large scale/bulk office moves/re-stack activities (all moves).
- Support for Operating System, base load software, MS Office suite and other business applications.
- Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs.
- Access related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries.
- Support for the Mobility devices (IOS/iPhone/IPads).
- VIP and home-based office (HBO) User Support.
- Manage the ticket queue in the remedy system and ensure they are resolved and closed within the defined service level maintenance.
- 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 managed print service invoicing/meter read/polling report verification.
- 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 emergency response activities in the event of emergency situations at local sites.
- Provide On-call support if required outside business hours on a rotational basis.
- Strong understanding of Client based Operating Systems.
- Strong ticketing system experience.
- Proficient understanding of level 1 Helpdesk services.
- Strong understanding of End User hardware.
- Strong knowledge of client based applications.
- Proficient with common network protocols (TCP/IP) for device connectivity issues.
- Excellent customer engagement and customer service skills.
- Strong desire to help, share, and assist others.
- Excellent analytical skills, Work Ethic and Problem-solving skills.
- Basic Safety knowledge in order to assist users with ergonomic equipment.
- Ability to lift heavy equipment s within the stockroom.
- Customer experience - CSAT focused with Customer is #1 Attitude.
- Professional and courteous and Ability and patience to work in a high dense client environment.
- Flexible for travelling to remote sites/Collocations.
- Technical Certification (Microsoft/Client/Dell) in the similar field will be an added advantage.
