Exp: 2 years
Base Skill Set :
A Certification or equivalent experience Good working knowledge of Active Directory - 2 years experience providing technical support in a fast paced and constantly changingenvironment up to executive management level.
- Excellent customer service and communicationskills including providing VIP support
- Experience supporting large Windowsbasedenvironments to desktop level with emphasis on Win 7 OS / office 2010 as well as Win 8 andO365
- Advanced knowledge of Microsoft Office suite of applications
- Support of End User for video conferencing units. Support of mobile devices
Duties & Responsibilities:
Provide support on Client Windows platform for desktop/end user technologies collaboration tools and mobile technologies and printing this includes the laptop/mobile devices all video conferencing network/remote access this positionworks collaboratively with the Service Desk for end user break/fix and other support functions.
Duties shall include but not be limited to:
- Diagnosing and troubleshooting desktop systemprinter and operating problems
- Consulting and instructing users on hardware andsoftware questions/issues
- Collaborate with other IT Services Data Centerand Network Infrastructure teams
- Install maintain and upgrade equipment and itsassociated infrastructure
- Runs diagnostic tests to isolate system problemsas well as proactive activities
- Operating Systems Windows OSX
- MS Office (Windows and knowledge of Mac)software
- Experience with Remote Support technologiessuch as Remote Desktop (Microsoft) Apple Remote Desktop VNC
- Hands on experience removing viruses and spyware using various tools (Windows) Identifies researches and resolves technical problems including forming an RCA
- Responds to telephone calls email service tickets and dispatched requests for technical support
- Documents tracks and monitors the problem to ensure a timely resolution within an effected SLA window
Base Requirements
-
- Excellent written and verbal communication and customer service skills with proven ability towork in fast paced environments
- Commercial experience in an IT support technician role that includes 2 years of technical support experience in a hybrid Windows and MAC environment
- Experience in working with a helpdesk operationto include Windows and Mac clients
- 2 years Experience with mobile applications/products including: iPhone iPad and Android Platforms Expertise in iPad / iPhone
- Selfstarter that is able to collaborate actively withothers in a crossfunctional team
- Proven attention to detail and high standards for quality
- Excellent organizational/administrative/technicalskills with agility to reprioritize as necessary
- Skilled in documenting written troubleshootingsteps and instructions
- Business professional attire