Technical Support Specialist
2 weeks ago
Key Responsibilities:
Diagnose and resolve issues related to Windows and Macintosh desktops/laptops, addressing concerns from the network connection to the end device, excluding security updates.
Assist with the disconnection and reconnection of desktops and peripherals during office relocations within the organization.
Engage with clients across various levels of technical proficiency, ensuring clear communication.
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 to address maintenance and repair needs.
Support various devices such as LCDs, projectors, and video conferencing systems.
Facilitate data migrations in both Windows and Mac environments while ensuring timely laptop distribution through monitoring audits.
Accurately triage support 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, customer service, Windows 10, and MAC systems. AVVC knowledge is a plus.
Must demonstrate attention to detail and the ability to manage multiple tasks efficiently and accurately within set deadlines.
Exhibit strong customer service capabilities, with a professional communication style that conveys urgency and empathy towards users.
Exceptional written and verbal communication skills are essential (in English).Ability to quickly adapt and gain proficiency in proprietary applications.
Self-motivated with excellent organizational skills and the ability to prioritize tasks effectively - a person who thrives on assisting others and driving results.
Familiarity with Service Now is preferred; experience with similar ticket-tracking/request systems is also valuable.Solid understanding of technology and the client's role within the broader IT framework.
A collaborative team player dedicated to enhancing team and departmental performance.
Capability 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.
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