As a support technician for our
Enterprise Depot, you will serve as the single point of ownership for
computer and software setup and delivery, including hands-on preparation
of PCs and phone and email support for final setup steps for employees
located throughout the United States and Canada. You will interact with
both internal customers and other IT teams to ensure the highest level
of customer satisfaction is achieved. You will interact with our vendors
to assist in purchasing of computer accessories following company
procedures.
You will also assist the help desk
and provide support to end users on a variety of issues with excellent
customer service. You will identify, research, and resolve technical
problems. Assist in the installation, maintenance, and general support
of systems and applications. Respond to telephone calls, email and
personnel request for technical support issues. Document, track and
monitor progress of each issue or deployment to ensure a timely
resolution. Be familiar with standard concepts, practices, and
procedures for PC setup and support. You must have the ability to work
independently and to prioritize your workload according to the
enterprise’s needs.
If you are looking for an entry level IT position working with customers in a dynamic environment, this is the job for you!
Training:
On-the-job training will be provided for our deployment process, accessory ordering procedure, and help desk ticket system.
Your responsibilities on a daily basis:
· Unbox and prepare PCs for deployment using imaging and software installation systems
· Track each deployment and document work using Cherwell ticket system and company procedures
· Provide final setup support via phone and email to staff across the US and Canada
· Provide a level 1-2 technical support;
· Using
established procedures, provide first responder support for IT services
(incidents, service requests and requests for information)
· Diagnose and apply the required solution and by provide guidance using common troubleshooting techniques;
· Provide detailed information for work performed in the request notes;
· Apply escalation procedures when no workaround solution is found;
· Keep
track of the incident to help ensure request is routed to the
appropriate team and, where applicable, keep requester informed of
progress;
· Monitor
the progress of the request and inform the requester of the progress of
their requests by providing effective diagnosis and solution;
· Participate in upgrading the knowledge base (procedures, operational instructions);
· Contribute
to the resolution of problems and their documentation as well as the
establishment of temporary or permanent solutions in investigating,
diagnosing and testing different solutions;
Job Requirements
· College degree in computer science or equivalent experience;
· 1-3 years of technical support experience;
Language:
· Primarily English spoken and written;
· Spanish, French, or other languages are a plus
· CompTIA A+ or other certifications are a plus
Your skills:
· Excellent customer services with the ability to assist users over the phone.
· Previous phone support experience is required.
· Ability to move semi heavy boxes is required
· Functional knowledge of call center management tools based on ITIL, such as Cherwell;
· Knowledge of ITIL processes;
· Experience
installing and troubleshooting desktop and laptop operating systems and
applications ( PCs, mobile devices, knowledge of software, hardware, MS
operating systems, and accessories / peripherals including printers);
· Working knowledge of network/server components, information security principles/practices, remote connectivity tools;
· Knowledge of Microsoft environments ;
· Good
Working knowledge of requirements to support and provide end user
break/fix issues for Office and Engineering applications: Access, Power
Point, Word, Excel, electronic email (Microsoft Exchange), AutoCAD,
ESRI, etc;
Additional Skills:
· Strong customer service orientation;
· Analytical mind, skill of prioritization;
· Ease of communication;
· Team player;
· Professional and patient demeanor
· Methodical attention to detail.
