Duration 6 months +
Start Immediate An exciting opportunity for a dynamic and self-motivated IT professional to join the workplace support team delivering Deskside/Windows support. We are seeking a technically skilled, experienced, and enthusiastic individual dedicated to customer service and end-user Technology Support.in the field of Information Technology. Position Summary * MacBook support experience? Apple support certification would be ideal.
Drive high level of customer service and satisfaction * Manage incident and service request queues to ensure SLA’s are met o We use ServiceNow for IT Service Delivery and Management * Provide resolution on software and hardware incidents * Work with offshore teams and teammates to deliver efficient and effective customer service * Review and take part in problem management activities * Fulfill service requests for varied IT equipment * Process the IT equipment returns/reclaims as needed * Drive compliance to internal and external processes and standards * Initiate service improvements to the overall service * Maintain knowledge repository documentation * Support and process Inventory and Asset Management for the location – * Participate in and support all Inventory related events including audits for the local office * Participate in and support Change Management activities as required for the local office * Flexibility to work in shifts during business hours * Flexibility to work additional hours, as needed, for critical business needs including outages Roles and Responsibility  Install, upgrade, support, and troubleshoot Windows along with authorized applications, hardware, and peripheral equipment.  Install standard SOE Image on Desktop PCs and Laptops.(Microsoft Intune, Microsoft Autopilot)  Provide standard equipment, such as laptops, to customers (new hires) as needed/requested  End-User Hardware replacement - Troubleshoot/replace standard IT equipment, such as laptops, to customers as needed/requested  Process return (Technology Reclaims) of client IT equipment when client colleagues separate from employment  Provide in-person (direct) IT support for colleagues working from the office and also for colleagues who are workling remote (virtually) – This applies to all areas of support encompassed in Desktop Support  A/V Meeiting Support - Provide on-site Meeting Support for setup/testing of IT equipment requested for internal meetings at the office. This may include setup/testing/support of large screen displays and/or LCD projectors in meeting rooms.  Assist separated colleagues with shipping labels or similar to facilitate the returned of all IT assets. This includes tracking and updating Inventory records for all returned equipment.  Inventory and Asset Management for local office – Includes receipt of new assets, maintain online inventory database (ServiceNow), assignment of IT equipment to end-users, tracking, recording, and maintaining local shelf inventory of all “in stock” IT assets,  Participate in and support regular Inventory audits, providing reports (in Excel spreadsheets) as needed for Inventory and Asset Management activities. This may include random/unplanned “spot-check” audits of local inventory  Provide assistance to remote Server Support team on Server OS and server hardware for devices in the local office (aka Smart Hands support)  Server hardware racking and stacking as needed in the local office (Smart Hands support)  Assist remote Network Operations (NOC) support team for local network (LAN) and wide area network (WAN) for the local office – Aka Smart Hands support  Provide support for Network (LAN and WAN) in local office – This includes basic troubleshooting of data network/telephony devices/Router/Ethernet switches as needed – this is all guided by remote Network Support Team – Local DSS technician does not initiate these activities – This is “smart hands” support – No experience or certification needed  Provide technical assistance and training to end users on computer operating systems (Windows) and standard applications  Instruct and assist end users in the use of computer equipment, software, and accessories.  Document all support activity within the IT incident and request management tracking tool. (ServiceNow)  Coordinate efforts with 3rd party vendors to repair faulty hardware.at the local office  Customer escalation handling – Must be able to communicate with local customer leadership colleagues including both written and verbal discussions. Ability to maintain a positive client relations ship with leaders and colleagues from the customer.  Physical move of IT assets/inventory within/between IT stock locations at the local office Key Skills * Strong 2nd line technical skills * Strong written and verbal communication skills * Process documentation * ITIL process knowledge * Customer service / Interaction directly (in-person) with the customer * Communication/Interaction with Senior Leadership from the Customer Essential Technical Skills * Windows 11 Operating System * Microsoft Intune / Microsoft Autopilot * Strong experience in desktop/laptop hardware (HP/Dell) troubleshooting & support * Bitlocker encryption * Software and application Troubleshooting * ITSM tools – ServiceNow * Experience with Shipping IT equipment including packaging and logistics such as creating shipping labels * Experience with Receipt of IT equipment shipments including tracking the shipments and providing reporting on received shipments * Ability to lift up to 20 lbs * Ability to crouch down and go under desks to connect cords/equipment as needed Education & Experience  Three years or more College diploma or any graduate degree  ACMT certification  CompTIA A+ certification or the CISSP certification - Preferred  At least 5+ years of experience in IT/Deskside end0user support operations in mid/large customer environment.
Job Types: Full-time, Contract
Pay: $25.00 - $26.00 per hour

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In perso

Please refer the Job description for details