Technical Support Specialist

5 days ago


Phoenix, Arizona, United States Tech Mahindra Full time
{"title": "Deskside Technician", "description": "Job Summary

We are seeking a skilled Deskside Technician to join our team at Tech Mahindra. As a Deskside Technician, you will be responsible for providing technical support and assistance to our clients and employees.

Key Responsibilities
  • Provide technical support and troubleshooting for hardware and software issues.
  • Document requests for assistance in our ticket management system.
  • Respond to in-person requests, notifications, and emails in a timely and professional manner.
  • Manage incident flow and lifecycle of assigned incidents in our ticketing system.
  • Investigate data anomalies and determine possible root causes.
  • Maintain a working knowledge of system user and training documentation.
  • Ensure adherence to SLA and service deliverables on an individual basis.
  • Continuously document processes and procedures for overall deskside functions.
  • Keep peers and leadership informed of incident trends and significant problems.
  • Identify, research, and resolve technical problems.
  • Ensure compliance with applicable statutes, regulations, and information technology policies.
  • Triage and escalate problems to other support teams when necessary.
  • Collaborate with other teams to identify, plan, and execute solutions.
  • Serve as liaison between IT department and business units when necessary.
Requirements
  • 4-5+ years of service desk and/or deskside experience.
  • Strong problem-solving, critical thinking, and customer service skills.
  • Excellent verbal and written communication skills.
Preferred Qualifications
  • Basic technical knowledge of network and PC hardware, including hands-on troubleshooting.
  • Excellent interpersonal and communication skills; ability to interact effectively with others.
  • Maintain a high level of responsiveness, communication, and professionalism.
Working Conditions

Work in a fast-paced environment, able to adapt to frequent changes.

  • Ability to multi-task and adapt to changes quickly.
  • Ability to establish and maintain a professional relationship with internal and external contacts.
Technical Requirements
  • Experience with Windows Operating Systems.
  • Experience with Active Directory, Azure, and associated tools.
  • Experience with cloud-based software solutions.
  • Experience with Desktop Remote Control tools (Bomgar, LogmeIn, etc.).
  • Knowledge and experience with ticketing systems (Service Now, Salesforce, and Remedy).
", "lang_code": "en"}

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