IT Specialist

IT SpecialistThis is the description.Experience with an enterprise level ticketing system - ServiceNow experience is a plusReimaging new hire laptops, new hire laptop quality assurance, defective laptop dispatching, auditing systems soon to go out of warranty, and preparation of new hire bundles.The Support Specialist provides support to the Customers End-users in using their IT equipment, applications and services, and contributes to maintaining and operating our End User Services (EUS) Onsite deliveries as per agreed Service Levels.The Support Specialist IT will provide support to the Customers end-user community as per agreed processes and support levels.The Support Specialist IT will be involved mainly in:Managing activities related to new hire support from IT hardware perspective.Retrieving devices from terminated users.Providing peripheral support like issuances of mouse, keyboard, docking station etc.Perform incident resolutions and request fulfilment and supports end users on a variety of issuesFollow-up of end-user hardware request process and order handling of hardware including coordinating delivery and collectionWanted profile:Excellent customer service skills.Completes assignments with/without direct supervision and good team player.Experience with Microsoft Windows 11, MS Office products (2016 and later), laptops, printers and peripheralsFamiliarity with working concepts of Fulfilment Centres like Amazon Warehouses.Experience in ticketing tool, preferably ServiceNow.Experience in Imaging and familiarity with tools like Pixie boot.Disciplined, punctual and team player.Activities include (but not limited to):Imaging laptops for new hires and ensuring quality assurance, creating new hire bundles.Dispatching new hire bundles and retrieving termination bundles viaManaging IT peripherals support.Retrieving devices for terminated employees.Lifting and moving boxes (not over 50 pounds)Experience in using manual and semi-automatic jacks.Maintain workplace hygiene.Responsibilities and Powers:Work within the guidelines and routines defined for the product or assignmentWork to ensure relevant KPI/PI's goals for the team they are working with are met for the product or assignmentProvide the end user the support that is agreed uponProvide information to end users in the event of operational disturbancesAct as action owner of the cases or orders they are assigned toDetermine and assign correct priority on created or received cases and act according to given instructionsEscalate cases to other support functions when necessaryPerform incident resolutions and request fulfilmentsContribute to the identification and escalation of problems in supported services and solutionsContribute to knowledge management and the documentation of errors and known work aroundsSupport 2nd and 3rd line teams with problem identification and resolution as requiredAct as dispatcher of incoming tasksEnsure correct use of applicable security policies and raise security issues where discoveredDrive the identification and escalation of problems in supported services and solutionsDrive knowledge management and the documentation of errors and known work aroundsContribute to discussions on methods to improve team efficiency and delivery qualityDrive methods to improve team efficiency and delivery qualityParticipate in development of new operation techniques and contribute to designing solutions in supportCoordinate and secure specialized training for specific support tasks requiring unique knowledgeCollect measurement data (resolution time, work effort and others) as assigned by managementDiverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.