Job Description

End User Support TechnicianMinimum Experience 2+ Years of Field Support Services / Desktop Support Primary skills: FSO/DSS -Level 2As a member of the End User Support team, the candidate will provide high quality support with very good customer service, technical expertise and timeliness. This position has frequent contact with end users, peers and managers primarily face to face as deskside support for service requests and on-site problem resolution. The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the Site Services department. The candidate will also provide hands and eyes support to other IT teams including but not limited to Audio Visual, Network, Server and print services.Job Description:As an End User Support Technician with Minimum of 5 years 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 includesBreak-fix support for Laptop, desktop, tablets and associated hardware peripheralsIMAC support including large scale/bulk office moves/re-stack activities (all moves)Support for Operating System, base load software, MS Office suite and other business applicationSupport for the Imaging devices (print/scan/copy/fax) that includes printers and MFDsAccess related issues with smart card, password and security, application configuration and troubleshooting, and general inquiriesSupport for the Mobility devices (IOS/iPhone/iPad)VIP and home-based office (HBO) user supportManage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenanceRespond 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 managed print service invoicing/meter read/polling report verificationPerform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logsCoordinate 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 supportProvide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.Provide On-call support if required outside business hours on a rotational basisDesired Skillsets:Strong understanding of Client based Operating SystemsStrong ticketing system experienceProficient understanding of level 1 Helpdesk servicesStrong understanding of end user hardwareStrong knowledge of client based applicationsProficient with common network protocols (TCP/IP) for device connectivity issuesExcellent communication skills (English & Local language)Excellent customer engagement and customer service skillsStrong desire to help, share, and assist othersExcellent analytical skills, Work Ethic and Problem-solving skillsBasic Safety knowledge in order to assist users with ergonomic equipmentAbility to lift heavy equipment's within stockroomCustomer experience - CSAT focused with Customer is #1 AttitudeProfessional and courteous and Ability and patience to work in a high dense client environmentFlexible for travelling to remote sites/ColocationsTechnical Certification (Microsoft/Client/Dell) in the similar field will be an added advantage

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