IT Support Technician - Contract at NESC Staffing

Role Overview: As an IT Support Specialist within our Global IT department, you will be instrumental in providing comprehensive technical support to our users worldwide. Your responsibilities will include diagnosing and resolving complex desktop issues, ensuring the smooth operation of end-user workstations, collaborating with the team to optimize desktop computing environments, and offering support for various technologies including Windows, Android, iOS, and Microsoft/Office 365 suite. Additionally, occasional emergency support outside of regular hours may be required to ensure uninterrupted service delivery.

Key Responsibilities:

1. 
   Diagnosis and Resolution: Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, recommending and implementing corrective solutions to ensure seamless operation.
   
2. 
   Configuration and Maintenance: Install, configure, test, maintain, and troubleshoot end-user workstations and related hardware/software to meet required desktop service levels.
   
3. 
   Collaboration: Work closely with the Global IT department to ensure the efficient operation of desktop computing environments, fostering collaboration and knowledge-sharing among team members.
   
4. 
   Administration: Administer and resolve issues related to end-user workstations, telecom, and networking products as needed, ensuring uninterrupted service delivery.
   
5. 
   Technical Support: Receive and respond to incoming calls, emails, and support tickets regarding desktop, networking, and telecom problems, providing timely and effective resolutions.
   
6. 
   Prioritization and Troubleshooting: Collaborate with the Global IT Manager to determine daily/weekly priorities and troubleshoot advanced technical problems efficiently.
   

Required Technologies:

• Windows 10/11
• Android OS/iOS
• Microsoft/Office 365, SharePoint, and Teams
• Atlassian Jira Service Management

Requirements and Skills:

• First line support experience.
• Strong customer service orientation.
• Technical proficiency in desktop hardware/software, including Microsoft OS, Apple iOS, and Microsoft Office applications.
• Familiarity with label printers, production printers, and handheld devices.
• Basic knowledge of PC internal components and hands-on hardware troubleshooting experience.
• Ability to comprehend technical manuals, procedural documentation, and OEM guides.
• Proficient in conducting research into PC issues and products as required.
• Excellent written and oral communication skills in English, with the ability to communicate technical concepts in user-friendly language.