Technical Support Specialist

1 week ago


Phoenix, Arizona, United States Tech Mahindra Full time

ROLE OVERVIEW

The Deskside Support Technician is responsible for providing comprehensive technical assistance to end-users, ensuring optimal performance of hardware and software systems.

KEY RESPONSIBILITIES

  • Conduct basic troubleshooting and diagnostics for hardware and software issues, providing remote assistance as needed.
  • Accurately document all support requests in the ticket management system to maintain clear communication.
  • Respond promptly to in-person requests, notifications, and electronic communications.
  • Manage the incident lifecycle effectively within the ticketing system.
  • Assist in investigating data discrepancies to identify potential root causes.
  • Maintain an up-to-date understanding of system user documentation and training materials.
  • Adhere to service level agreements (SLAs) and ensure service deliverables are met.
  • Continuously update and refine processes and procedures related to deskside support functions.
  • Keep team members and management informed about incident trends and significant issues.
  • Identify, research, and resolve technical challenges efficiently.
  • Ensure compliance with relevant regulations and IT policies.
  • Triage and escalate issues to specialized support teams when necessary.
  • Collaborate with cross-functional teams to identify, plan, and implement effective solutions.
  • Act as a liaison between the IT department and business units as required.

IMPROVEMENT INITIATIVES

  • Propose enhancements throughout the service lifecycle to improve efficiency.
  • Manage and execute assigned objectives and tasks effectively.
  • Contribute to IT projects and initiatives as required.
  • Meet or exceed operational standards established by leadership.

QUALIFICATIONS

  • 1-2+ years of experience in service desk or deskside support roles.
  • Strong analytical, problem-solving, and customer service skills.
  • Excellent verbal and written communication abilities.

Ability to thrive in a dynamic environment and adapt to frequent changes.

  • Basic technical knowledge of networking and PC hardware, with hands-on troubleshooting experience.
  • Exceptional interpersonal skills; ability to engage effectively with colleagues and clients.
  • Maintain a high level of responsiveness, professionalism, and communication.

Capability to manage multiple tasks and adapt swiftly to changes.

  • Ability to establish and maintain professional relationships with internal and external stakeholders.

TECHNICAL SKILLS

  • Experience with Windows Operating Systems.
  • Familiarity with Active Directory, Azure, and related tools.
  • Experience with cloud-based software solutions.
  • Proficiency in Desktop Remote Control tools (e.g., Bomgar, LogMeIn).
  • Knowledge of ticketing systems (e.g., Service Now, Salesforce, Remedy).
  • Understanding of support tools and techniques used in IT support.
  • Willingness to report on-site and travel between various locations as needed.


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