Technical Support Specialist
2 weeks ago
Minimum 2+ Years in Field Support Services / Desktop Support
Core Competencies:
FSO/DSS - Level 2
Overview:
As a vital member of the End User Support team, the selected candidate will deliver exceptional support characterized by excellent customer service, technical proficiency, and promptness.
This role necessitates regular interaction with end users, colleagues, and management, primarily through face-to-face deskside assistance for service requests and on-site troubleshooting.
The candidate will collaborate within a team-oriented environment to address customer issues and provide support to fellow members of the Site Services department.
Additionally, the candidate will extend hands-on support to other IT divisions, including but not limited to Audio Visual, Network, Server, and printing services.
Job Responsibilities:As an End User Support Technician with a minimum of 5 years of technical experience in delivering quality services to end users, the following key roles and responsibilities will be expected:
- Deliver customer-facing end-user support, including
- Break-fix assistance for laptops, desktops, tablets, and related hardware peripherals
- IMAC support, encompassing large-scale office relocations and re-stacking activities
- Support for Operating Systems, foundational software, MS Office suite, and other business applications
- Assistance with imaging devices (print/scan/copy/fax), including printers and MFDs
- Address access-related issues involving smart cards, passwords, security, application configuration, troubleshooting, and general inquiries
- Support for mobile devices (iOS/iPhone/iPad)
- VIP and home-based office user assistance
- Manage the ticket queue in the remedy system, ensuring resolution and closure within defined service level agreements
- Respond to end-user inquiries regarding ticket status and follow up as necessary
- Coordinate with vendors for end-user support provision (e.g., hardware vendor technicians for warranty repairs/replacements)
- Execute managed print service invoicing, meter readings, and polling report verification
- Conduct end-user support related security and compliance tasks, including access reviews, risk assessments, controls verifications, and facility inspections
- Collaborate with Level 3 support groups and project teams for service delivery improvements, maintenance, and upgrades
- Provide IT support for on-site or off-site events and meetings, including site setup and coordination with venue IT/AV contacts
- Offer IT support for disaster recovery and emergency response activities during local emergencies
- Provide on-call support as required outside business hours on a rotational basis
- Strong understanding of client-based operating systems
- Proficient experience with ticketing systems
- Comprehensive knowledge of level 1 Helpdesk services
- In-depth understanding of end-user hardware
- Strong familiarity with client-based applications
- Proficient in common network protocols (TCP/IP) for device connectivity issues
- Excellent communication skills (English & Local language)
- Exceptional customer engagement and service skills
- Strong desire to assist and collaborate with others
- Outstanding analytical skills, work ethic, and problem-solving abilities
- Basic safety knowledge to assist users with ergonomic equipment
- Capability to lift heavy equipment within stockroom
- Customer experience-focused with a commitment to customer satisfaction
- Professional demeanor and the ability to work patiently in a high-density client environment
- Willingness to travel to remote sites/colocations
- Technical certifications (Microsoft/Client/Dell) in a related field are advantageous
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