Desktop Support Engineer

Specialist It Site Services

Top skills: Good technical knowledge and previous desktop support experience Strong analytical and problem-solving skills for technical issues Previous customer support experience with strong interpersonal and communication skills, both written and verbal, with the ability to effectively sequence priorities. IDF experience Office365 experience Experience working in a large corporate environment preferred

The Specialist IT Site Services is responsible for IT Site Support activities. As part of this role, you will take part in daily operational support activities along with augmented support technicians, additionally providing guidance and leadership to ensure a smooth execution of service delivery. The role will report to the regional Site Services Delivery Manager (SDM). The successful candidate will have a relentless passion for customer service and technology and a strong focus to deliver exceptional IT Support to our workforce within our process framework.

Key responsibilities:

• Responsible for delivering a user centric IT Concierge experience.
• Responsible for Site Support ticket queues with a focus on maximizing the value of the end-to-end customer journey.
• Provide direction and coordinate with Site Support staff in alignment with the SDM.
• Active participation in ticket-based site support activities (device staging, technical troubleshooting and repairs, workplace setup, etc.)
• Responsible for accurate inventory of all supported assets in stock
• Coordinate activities with local, internal, and 3rd party stakeholders and vendors in alignment with SDM
• Support the SDM with specific project related tasks as well as bringing relevant topics to the SDM's attention.
• Provide smart hands support to include rack and stack activities, patching, and network troubleshooting.
• Ensuring data rooms are kept secure, clean, and orderly as per Client policies and guidelines on a consistent basis.
• Contribute to improve the end-to-end customer journey via Continuous Service Improvement and process optimization.
• Contribute to knowledge management as an author or reviewer as necessary.
• Help identify to and with the SDM, areas for improvement through learning the business and its needs.
• Participate in out of hours on call rosters as required

Qualifications & experience:

• Good technical knowledge and previous technical support experience
• Strong analytical and problem-solving skills for technical issues
• Previous customer support experience with strong interpersonal and communication skills, both written and verbal, with the ability to effectively sequence priorities.
• Supporting a qualified environment such a Manufacturing Facility and experience in supporting regulatory audits/inspections.
• Ability to work collaboratively with colleagues, augmented staff, and third-party vendors.
• Ability to work in a fast paced, dynamic environment balancing demand.