End User Technical Services Associate

6 days ago


Milwaukee, Wisconsin, United States SISL Global Full time
About the Position

As an End User Support Technician with SISL Global, you will be responsible for delivering exceptional customer service and technical expertise to our end-users. Your primary goal is to resolve their technical issues efficiently and effectively.

Key Responsibilities

  1. Deliver break-fix support for end-user devices, including laptops, desktops, tablets, and associated peripherals.
  2. Conduct IMAC support for large-scale office moves and re-stacks.
  3. Provide support for operating systems, base load software, MS Office suite, and other business applications.
  4. Address access-related issues, smart card, password, and security concerns.
  5. Manage ticket queues in Remedy and close them within defined service levels.
  6. Communicate with users regarding ticket status updates and offer follow-up support as needed.
  7. Collaborate with vendors for provision of end-user support services.
  8. Carry out managed print service invoicing, meter read/polling report verification, and end-user support-related security and compliance tasks.
  9. Team up with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
  10. Offer IT support for on-site or off-site events and meetings.
  11. Provide disaster recovery and emergency response assistance during emergency situations at local sites.
  12. Be available for on-call support if required outside regular business hours on a rotational basis.

Requirements

  • Strong understanding of client-based operating systems.
  • Experience with ticketing systems.
  • Knowledge of level 1 Helpdesk services.
  • Understanding of end-user hardware.
  • Proficiency in client-based applications.
  • Familiarity with common network protocols (TCP/IP) for device connectivity issues.
  • Excellent communication skills in English and local languages.
  • Excellent customer engagement and customer service skills.
  • Strong desire to help, share, and assist others.
  • Excellent analytical skills, work ethic, and problem-solving skills.
  • Basic safety knowledge to assist users with ergonomic equipment.
  • Ability to lift heavy equipment within stockrooms.
  • Customer experience focused on CSAT with a customer-first attitude.
  • Professional and courteous demeanor with patience to work in high-density client environments.
  • Flexibility to travel to remote sites and colocations.
  • Technical certification in similar fields (Microsoft, HP, Dell) is an added advantage.

What We Offer

SISL Global offers a competitive salary range of $60,000 - $80,000 per annum, depending on experience and qualifications.



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