Desktop Support Technician - TechDigital
Donie, TX
About the Job
Job Description:-
As an Onsite Support Technician with minimum of one to three years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities:
As an Onsite Support Technician with minimum of one to three years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities:
- Provide customer facing end-user support that includes:
- Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
- Perform Break Fix, Desk Side Support, IMACD's, Data Migration, Refreshes, etc.
- Perform onsite updates, Configuration changes, or Software installations.
- Provide onsite technical assistance to End Users.
- Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.
- Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
- Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
- Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs.
- Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
- Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support.
- Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
- Provide On-call support if required outside business hours on a rotational basis.
- Provide Hand and Feet support for network data and voice devices.
- Installation of IP, wireless, Analog and Digital phones ( Avaya , Nortel, Cisco, Siemens, Mitel etc.)
- Configuration of phones using SOP and Phones movement.
- Update the inventory of phones, peripherals and system cards( like TDM, digital and CPU cards etc.) to network voice team.
- Testing the cables using the tester for IP phone and TDM phones from patch panel to user's desk
- Punching the cable for different type of panel like patch panel or IDF or MDF for krone with krone tool and punching tool
- Update the circuit inventory and vendor details for service provider to network voice team.
- Coordination with local vendor for ISP , OEM, channel partner and different team
- One to three years of experience in service delivery and End-user hardware and software Configuration troubleshooting.
- Experience with various desktop systems, operating systems, and diverse technical environments.
- Excellent customer service orientation and verbal communication skills.
- Experience Supporting Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices.
- Ability to install software for and troubleshoot a wide range of applications.
- Analytical thinking and problem-solving ability.
- CompTIA A+ certification or equivalent certification
- Flexible for travelling to remote sites or cluster
- Provide assistance for network relates issues
- Should be able to lift weight up to 30 lbs at waist level
- Update the inventory of phones, peripherals and system cards( like TDM, digital and CPU cards etc.) to network voice team.
- Testing the cables using the tester for IP phone and TDM phones from patch panel to user's desk
- Punching the cable for different type of panel like patch panel or IDF or MDF for krone with krone tool and punching tool
- Update the circuit inventory and vendor details for service provider to network voice team.
- Coordination with local vendor for ISP , OEM, channel partner and different team.
Source : TechDigital