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Deskside Support Technician

4 months ago

Tampa, United States Cynet Systems Full time

Job Description: Responsibilities: Work within the guidelines and routines defined for the product or assignment. Work to ensure relevant KPI/PI's goals for the team they are working with are met for the product or assignment. Provide the end user the support that is agreed upon. Provide information to end users in the event of operational disturbances. ct as action owner of the cases or orders they are assigned to. Determine and assign correct priority on created or received cases and act according to given instructions. Escalate cases to other support functions when necessary. Perform incident resolutions and request fulfilments. Contribute to the identification and escalation of problems in supported services and solutions. Contribute to knowledge management and the documentation of errors and known work arounds. Follow the requirements concerning Information Security described in Policy. Utilize and contribute to the Knowledge Management System. Support 2nd and 3rd line teams with problem identification and resolution as required. ct as dispatcher of incoming tasks. Ensure correct use of applicable security policies and raise security issues where discovered. Drive the identification and escalation of problems in supported services and solutions. Drive knowledge management and the documentation of errors and known work arounds. Contribute to discussions on methods to improve team efficiency and delivery quality. Drive methods to improve team efficiency and delivery quality. Participate in development of new operation techniques and contribute to designing solutions in support. Coordinate and secure specialized training for specific support tasks requiring unique knowledge. Collect measurement data (resolution time, work effort and others) as assigned by management. Wanted Profile: Completes assignments without direct supervision and good team player. Experience with Microsoft Windows 10, MS Office products (2013 and later), DELL laptops, printers and peripherals. Familiarity with network concepts and experience in diagnosing and troubleshooting connectivity. Experience with an enterprise level ticketing system - ServiceNow experience is a plus. ctivities Include: Treatment of tickets and requests from end-users for all Deskside related support. Handling end-user hardware request including coordination of, and delivery and pick-up. Deploy/return/retire equipment (laptops, ...) in IT Equipment. RMA follow-up of defective hardware (Laptop, Smartphone, Conf. devices, ...) with supplier. Handling mobile telephony related requests. Diagnosing and resolving issues at the IT Service Spot. Roll-out and coordination of the fleet replacement (laptop, desktop).