Job Description: Responsibilities:
- s an Onsite Support Technician with a minimum of 4-7 years of technical experience in providing quality services to the end users which includes the following key roles.
- Manage the reporting of SLAs, Adherence of SLAs and contract.
- Manage shift and shift planning including on-call roster.
- Manage Resource productivity.
- Enable the team with training and development.
- Ensure security compliance.
- Ensure sufficient inventory level is managed across locations.
- Ensure all service requests and incidents are resolved before agreed service levels.
- Plan and execute any move request or project work.
- Lead the team by providing technical and process assistance to the below activities.
- Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
- Perform Break Fix, Desk Side Support, IMACDs, Data Migration, Refreshes, and health checks.
- Perform onsite updates, Configuration changes, or Software installations.
- Provide onsite technical assistance to end users by visiting their desk location.
- Identifies potential issues that could adversely impact End User experience and follow through on action steps to prevent.
- Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement.
- Respond to end-user requests for updates on ticket status and promptly follow up as needed.
- Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement).
- Perform end-user support related security and controls and compliance-related tasks such as.
- ccess reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs.
- Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
- Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contact and stand-by support.
- Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
- Provide On-call support if required outside business hours on a rotational basis.
Desired Qualifications:
- Experience with various desktop systems, operating systems, and diverse technical environments.
- Excellent customer service orientation and verbal communication skills.
- Experience Supporting Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices.
- bility to install software for and troubleshoot a wide range of applications.
- nalytical thinking and problem-solving ability.
- CompTIA A+ certification or equivalent certification.
- Flexible for traveling to remote sites or cluster.
- Due to the nature of the job the candidate should be able to lift 50 pounds with assistance.
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