Deskside Support Technician- Frisco TX (onsite)
E-Solutions
Title : Deskside Support Technician
Location : Frisco TX (onsite)
Primary Responsibilities:
o Perform Installs, Moves, Adds and Changes (IMACs) of hardware and software when required and direct the team.
o Become familiar with local and regional infrastructure, key contacts, and escalations regarding other teams in the business
o Perform break-fix support for a wide range of hardware and software (site specific software competency will be trained while on the job)
o Demonstrate outstanding understanding and communication when working with clients
o Work with vendors to add/change/remove account contracts
o Support a standard set of applications plus additional software and hardware specific to Executives and tailored to a mobile workforce.
o Must be ready to cover extended business hours' support (7am-7pm) with occasional on-call remote support
o Ability to Travel on rare occasions (less than 20%) as per business need. Qualifications:
o Highly Knowledgeable (L1+ Skills, 5+ years' relevant experience) in Desk side support function in large fast paced and demanding enterprise environments.
o Must be highly motivated and able to work independently and adhere to scheduled shifts responsibly.
o Very strong customer service mindset with focus on achieving high customer satisfaction
o Very strong English written and verbal communication skills including proper grammar and professional language suited to customer communication.
o Should be able to analyze and prioritize workload in the queue to ensure response and resolution times are within SLA's and meet customer expectations.
o Innovative team player with strong analytical problem solving and interpersonal skills. ADDITIONAL PREFERRED SKILLS AND COMMON TASKS ON THE JOB
o Customer service skills
o Comfortable working with people in a professional setting
o Able to work with multiple vendors and build work relationships with them
o Able to provide a calming demeanor when frustrated with the customer to reach a positive conclusion.
o Good presentation & communication skills along with ability to handle critical situations.
o Expert on MS Office products including Skype for Business.
o Experience-based Windows 10 support
o BitLocker encryption
o Configuration/imaging
o Crash/BSOD resolution
o Installation environment
o General Windows OS troubleshooting
o Hardware support and troubleshooting
o Troubleshooting hardware issues
o Replacing desktop/laptop hardware
o Installation of peripheral devices
o Microsoft Office proficiency
o Proficiency in Word, Excel, Teams, Outlook, Access, PowerPoint (usage and support)
o Visio, Project (support)
o Able to create documentation and contribute to KB articles
o O365 support
o Basic network troubleshooting
o Experience working with basic network hardware (switches)
o Troubleshooting connectivity issues
o Thorough understanding of wireless/wired networks
o Experience-based iPhone/iPad support
o Providing tips and suggestions to better utilize mobile devices to customers
o Working knowledge of troubleshooting iOS issues
o Comprehension of how mobile devices affect the workplace
o Hardware support and troubleshooting
o Able to identify hardware issues on mobile devices
o Able to pass our vendor's (GSX) certification for basic hardware repair
Vacancy posted 3 days ago
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