Deskside Support Technician

3 weeks 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.
  • Act 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.
  • Act 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.
Activities 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).

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