Rr-0090466 - Eus - Onsite Support

Description:

• Maintains customer service ensuring that all customers are responded to and problems are addressed in a timely, efficient and professional manner
• Install, upgrade, support and troubleshoot Windows Operating System and application such as Microsoft office, Adobe and any other authorized desktop application (including Lab workstations)
• Regional coordination with third party suppliers
• Install, upgrade, support and troubleshoot for printer, computer hardware, and any other authorized peripheral equipment
• Performs hardware break fix on computers. Laptops, printers, and other authorized peripheral equipment
• Performs general preventative maintenance tasks on computers, laptops, printers, and other authorized peripheral equipment
• Manage desktop lifecycle programs by tracking hardware through Asset Management from delivery through end of life, builds, application installations, user migration and hardware installations
• Maintenance of IT assets and keep proper documentation
• Coordinate with vendors for external support and repair
• Responsible for actively monitoring ticket queue and all assigned tickets, ensure accurate logging, categorization, prioritization, initial diagnosis, routing, functional escalation, and data integrity of all applicable incidents and requests in ticketing tools
• Meets established Service Level Agreements (SLAs) guidelines
• Identify and Escalate problem required urgent attention
   

Skills & Requirements
 

• Knowledgeable in operating systems such as Windows (10, 11), MacOS and IOS and other common OA desktop applications (MS Office, Adobe Acrobat, etc.)
• Analytical and problem-solving skills
• Good interpersonal skills to interact with customers and team members
• Organization and time management skills
• Ability to prioritize tasks and work under time constraints
• Good verbal/written communication in English
• Customer focus, with exceptionally good customer service, inter-personal and telephony skills-sets
• Leadership skills
• Interpersonal skills to interact with customers and other employees
• Ability to work in a team environment and who is self-motivated, self-disciplined and initiative
• Self-motivated and the ability to work under pressure
• Process oriented
• Able to perform in a fast moving and demanding environment
• Able to multi-task
   

Qualifications
 

• Bachelor’s degree in computer science / engineering / business
• 5+ years’ experience working with the relevant technologies above
• Certification in supported operating systems and applications is a benefit