Customer Support technician III

Customer Support Technician IIIThe Customer Support Technician III provides advanced design, planning and management of desktop and telecom services, business-need specific software programs, network/desktop policies, security, and enforcement, and other related projects or technologies that are managed by Information Technology Services. The Customer Support Technician III will also provide mentoring, training and in-the-field knowledge transfer to other Customer Support Technicians.Duties and Responsibilities:Support the mentoring, training, and oversight of the assigned persons in execution of Service Desk, Field and Project data and voice-related activities.Establish standards for PC utilization, backup techniques, and security.Install, configure, and troubleshoot PC/telephone to switch/LAN connectivity in a primarily Windows environment connecting via network cable/wireless.Locate and resolve complex PC/LAN/telephone hardware and software issues using available tools.Develop and maintain standard images for hardware utilizing Dell Kace K1000/K2000 and other imaging tools.Receive and process PC, network, and telecom related calls to the Service Desk, resolving complex issues received via telephone, web, email, ‘fax and memo.Maintains accurate computer-based call records, and reviews to ensure achievement of QoS and SLA goals.Participate in reviewing and establishing P&P for accuracy in the following areas: projects, networks, PC and telecommunications hardware and software etc.Ensure that computer equipment is properly tracked, received, and relocated out/in for inventory repair.Coordinate activities associated with outside vendors, maintenance contracts, etc.Facilitate group discussions about publications and other relevant sources to improve knowledge base and skill set for the team and self-development.Performs other related duties as assigned or directed.Regards View email address on click.appcast.io. My3Tech Inc