Deskside Support Technician

Found in: Appcast US C2 - 2 weeks ago

Lincolnshire, United States KTek Resourcing Full time

Position Summary

Drive high level of customer service and satisfaction

Manage incident and service request queues to ensure SLA’s are met

Provide resolution on software and hardware incidents

Work with offshore capabilities to deliver efficient and effective customer service

Review and take part in problem management activities

Fulfill service requests for varied IT equipment

Drive compliance to internal and external processes and standards

Initiate service improvements to the overall service

Maintain knowledge repository documentation

Take part in change management activities as required

Flexibility to work in shifts during business hours

Roles and Responsibility

§ Install, upgrade, support, and troubleshoot Windows and Mac authorized desktop applications, hardware, and peripheral equipment.

§ Diagnose, troubleshoot, and fix Mac OS X, Windows Solutions on OS X, MacBook, MacBook Air, MacBook Pro, PowerBook, iBook, Power Mac, iMac, Mac Mini, Mac Pro, iPod, iPhone, iPad, and peripherals, such as scanners and local and network printers.

§ Install standard SOE Image on desktops and laptops.

§ Configure and troubleshoot Smart phones.

§ Provide assistance to remote server team on Server OS and server hardware.

§ Server hardware racking and stacking (optional)

§ Basic troubleshooting of data network/telephony devices/projectors/meeting room facilitation.

§ Basic troubleshooting of LAN/WAN/backup-restore/printers.

§ Provide technical assistance and training to end users on computer operating systems and standard applications.

§ Instruct and assist end users in the use of computer equipment, software, and accessories.

§ Ability to evaluate and test new technology for feasibility and implementation within IT environment.

§ Document all support activity within the IT incident and request management tracking tool.

§ Coordinate efforts with 3rd party vendors to repair faulty hardware.

§ Customer escalation handling.

§ Physical move of asset between IT stock location.

§ Provide remote support for users across United States (home based users).

Key Skills

Strong 2nd line technical skills.

Strong written and verbal communication skills.

Process documentation.

ITIL process knowledge.

Customer service.

Essential Technical Skills

Strong experience in Mac OS and hardware troubleshooting

Windows 7/10 Operating System

Strong experience in desktop/laptop hardware (Lenovo/ HP/Dell) troubleshooting

SCCM (use of for deployment of Operating Systems and Applications)

Intune (use of for deployment of Operating Systems and Applications)

Bitlocker encryption

Experience with network devices, network protocols, DNS, VPN, and load balancing

Software and application Troubleshooting

ITSM tools - ServiceNow

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