Technical Support Specialist

at  Stefanini Inc

Hot opportunity to work onsite with a Global Investment Banking/Technology firm.
Click Apply now or you may call: +1 (248) 936-5042 / email: Prachi.Mehta@stefanini.com for faster processing!
Description: Its responsibilities lie predominately in resolving BAU tickets created by the Level 1 Team and reacting to escalations. Individual team members will attend an employee’s desk to provide best-in-class technology support or use remote tools to assist clients in remote offices or End User Technical Support Services who are working from home. Excellent communication and customer service skills are essential along with strong technical troubleshooting abilities.

Responsibilities:

• Provide swift and professional deskside IT support
• Perform on-site analysis, diagnosis, and resolution of desktop problems for clients, recommend and implement corrective solutions
• Install, configure, test, maintain, monitor, and troubleshoot client workstations, mobile devices and related hardware or software in order to deliver required deskside service levels
• Utilise the ticket management system to record, update and resolve tickets from the Helpdesk
• Collaborate with other support groups across global locations to help troubleshoot client issues
• Utilise tools for building, monitoring and troubleshooting client devices
• Participate in Disaster recovery testing exercises
• Upholding procedures for logging, reporting, and statistically monitoring desktop operations
• Write technical support and client documentation in form of Knowledgebase articles
• Meet or exceed expected customer service levels
• Other duties as assigned by the Level 2 Support Manager

Key Competencies:

• Excellent proven track record supporting clients in a financial environment
• Excellent proven customer service based approach
• Proven ability to prioritise tasks and issues according to the business impact
• Good written and verbal communication skills
• Good time management skills
• Able to work in a high pressure environment
• Strong organisational and analytical skills
• Ability to multi-task and work under pressure
• Ability to work autonomously and within team
• Flexible and proactive with a “will do’ attitude
• Takes responsibility and follows through on issues to closure and root cause resolution
• Demonstrable desire to achieve

• Provide swift and professional deskside IT support
• Perform on-site analysis, diagnosis, and resolution of desktop problems for clients, recommend and implement corrective solutions
• Install, configure, test, maintain, monitor, and troubleshoot client workstations, mobile devices and related hardware or software in order to deliver required deskside service levels
• Utilise the ticket management system to record, update and resolve tickets from the Helpdesk
• Collaborate with other support groups across global locations to help troubleshoot client issues
• Utilise tools for building, monitoring and troubleshooting client devices
• Participate in Disaster recovery testing exercises
• Upholding procedures for logging, reporting, and statistically monitoring desktop operations
• Write technical support and client documentation in form of Knowledgebase articles
• Meet or exceed expected customer service levels
• Other duties as assigned by the Level 2 Support Manage