End User Support Technician
hace 2 semanas
End User Support Technician, you will provide higher-level technical support to customers through in-person interaction five days a week in the office. You will assess the nature of the system or service issues and resolve technical or sophisticated support problems through use of independent judgment and advanced problem-solving skills. Additionally, you will maintain a log of system issues and convey customer feedback to junior staff to further help with their skill development. You must possess a high level knowledge of the organization's products and services.
**What you will do**
- Contribute with Technical Support to walk up customers at a TechBar.
- Drive Setup & configure laptops, mobile phones, monitors, printers and other IT-related systems in accordance with our established standards.
- Ownership of the Installation End User Computing devices in offices and cubes.
- Deliver new equipment (laptops & accessories) within agreed service levels.
- Perform the Asset Disposition process by removing hard drives and recording serial numbers in the Asset Management system to meet corporate and local requirements.
- Record technical issues and solutions in ServiceNow.
- Monitor the status of open calls and act as the customer’s advocate to ensure calls are resolved promptly.
- Proactively identify and complete projects that add value to the department and/or our customers.
- Point of contact for 3rd party Technology and Facilities vendor/partners (HP, Dell, Xerox, etc)
- Perform other activities as assigned, or as responsibilities dictate.
- Communicate unresolved issues effectively to the next level of support with full troubleshooting documentation.
- Contributing and leveraging knowledge in Global Technical support troubleshooting collaboration channels.
- Help create troubleshooting documentation and runbooks.
**What experience you need**
- High School Diploma / Technical High School Graduate
- Fluent in English skills both oral and written (B2 / C1) Active Cloud Certification is strongly preferred.
**What could set you apart**
- Basic knowledge of Windows Server Operating Systems
- Ability to conduct research into a wide range of computing issues as required
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Solid analytical & problem solving skills
- Exceptional customer service orientation
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