End User Support Technician - Intermediate at DLK Group

Cape Vincent, New York, United States -

Full Time

Start Date

Immediate

Expiry Date

11 Sep, 26

Salary

0.0

Posted On

13 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Hardware Troubleshooting, Software Troubleshooting, Incident Management, Stakeholder Engagement, Problem Solving, Customer Service, End User Computing, Field Support, Communication Skills

Industry

IT Services and IT Consulting

Description

End User Support Technician Position Overview An opportunity exists for an End User Support Technician to provide technical support and maintenance of end-user computing environments. The successful candidate will be responsible for supporting desktops, laptops, tablets, smartphones, and related end-user technologies while ensuring the timely restoration of services and functionality. Core Responsibilities Provide technical support for end-user devices, including desktops, laptops, tablets, and smartphones. Troubleshoot, diagnose, and resolve hardware and software issues. Support the end-user environment and assist in the restoration of services and functionality. Provide field support services across various locations as required. Record, track, manage, and escalate incidents, issues, and risks as appropriate. Maintain effective communication with end users and stakeholders regarding support requests and resolutions. Ensure adherence to service standards and operational procedures. Skills and Competencies Experience supporting end-user computing environments. Strong troubleshooting and problem-solving skills. Effective verbal and written communication skills. Ability to build and maintain positive working relationships with technical teams and business users. Ability to manage, document, and escalate incidents, issues, and risks. Customer-focused approach with strong service orientation. Requirements Minimum Qualifications National Diploma, Degree, or relevant technical certification (e.g., MCSE) ITIL Certification Experience Required Minimum of 2 years' relevant IT support experience Mandatory Requirements Valid driver's licence Physically fit and able to perform the duties of the role. Willingness to work 8-hour shifts. Willingness and ability to travel within the metro area to Data Centre locations. Minimum of 2 years' relevant IT experience. Additional Requirements May be required to travel to geographically dispersed sites to provide support to the Head/SPO of Communication Infrastructure Services (CIS). Ability to work effectively in a team environment and independently when required. Strong stakeholder engagement and relationship management skills. Working Hours and Shifts The role requires 8-hour shift work, operating Monday to Sunday, including public holidays. Shift Time Day Shift 06:00 – 14:00 Evening Shift 14:00 – 22:00 Night Shift 22:00 – 06:00 Lunch breaks are included within each shift. Management reserves the right to amend shift schedules based on operational requirements. Interview Process Candidates must be willing and available to attend an online interview (Microsoft Teams) if shortlisted. Additional Information Public holidays and weekends form part of the normal shift roster. Travel within the metro area may be required to support operational needs.

Responsibilities

Provide technical support and maintenance for end-user devices including desktops, laptops, tablets, and smartphones. Responsible for diagnosing hardware and software issues and ensuring the timely restoration of services across various locations.