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Technical Support Specialist
2 months ago
Key Responsibilities:
Diagnose and resolve issues related to Windows and Macintosh desktops/laptops, ensuring seamless connectivity from the network drop to the end device, while excluding security updates.
Assist with the disconnection and reconnection of desktops and peripherals during office relocations within the organization.
Engage with clients across various technical proficiencies, ensuring clear communication and support.
Prioritize and address vulnerabilities identified through current Security Dashboard and Reporting tools, focusing on effective issue resolution.
Guide end users through troubleshooting steps remotely to rectify identified vulnerabilities.
Conduct preventive maintenance on both hardware and software components.
Oversee maintenance for all conference room technology, including projectors, video conferencing, and audio systems, which encompasses bulb replacements, equipment returns, and troubleshooting physical issues.
Manage service requests from an assigned task queue, addressing maintenance and repair needs.
Support a range of equipment such as LCDs, projectors, and video conferencing systems.
Facilitate data migrations in both Windows and Mac environments, while monitoring laptop audits to ensure timely delivery to users.
Accurately categorize tickets to the appropriate teams.
Assist in the technical onboarding process for new employees on a weekly basis, leading presentations.
Required Skills:
Proficiency in Microsoft applications, ticketing systems, technical support, and customer service, with experience in Windows 10 and MAC environments, as well as AVVC systems.
Attention to detail is essential, with the ability to manage multiple tasks efficiently and accurately within set deadlines.
Exhibit strong customer service capabilities, coupled with professional communication that conveys urgency and empathy towards users.
Exceptional written and verbal communication skills are required (in English).Ability to swiftly learn and master the organization's custom applications.
Self-motivated with robust organizational skills and the capacity to prioritize tasks effectively—ideal for individuals who thrive on assisting others and driving results.
Familiarity with Service Now is preferred; experience with similar ticket-tracking/request systems is also beneficial.A comprehensive understanding of technology and the role of the client within the broader IT framework is necessary.
A collaborative team player dedicated to enhancing team and departmental performance.
Ability to manage work-related stress professionally in a dynamic enterprise environment.
A minimum of 2-3 years of experience in a relevant field is required.
