End-User Support Technician : Job Description

Background

As 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.

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 includes

Break-fix support for Laptop, desktop, tablets and associated hardware peripherals

IMAC support including large scale / bulk office moves / re-stack activities (all moves)

Support for the Imaging devices (print / scan / copy / fax) that includes printers and MFDs

Access related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries

Support for the Mobility devices (IOS / iPhone / IPads)

VIP and home-based office (HBO) user support

• Manage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenance
• 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 managed print service invoicing / meter read / polling report verification
• 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 emergency response activities in the event of emergency situations at local sites.
• Provide On-call support if required outside business hours on a rotational basis

Desired Skillsets

• Strong understanding of Client based Operating Systems
• Strong ticketing system experience
• Proficient understanding of level 1 Helpdesk services
• Strong understanding of end user hardware
• Strong knowledge of client based applications
• Proficient with common network protocols (TCP / IP) for device connectivity issues
• Excellent communication skills (English & Local language)
• Excellent customer engagement and customer service skills
• Strong desire to help, share, and assist others
• Excellent analytical skills, Work Ethic and Problem-solving skills
• Basic Safety knowledge in order to assist users with ergonomic equipment
• Ability to lift heavy equipment’s within stockroom
• Customer experience - CSAT focused with Customer is #1 Attitude
• Professional and courteous and Ability and patience to work in a high dense client environment
• Flexible for travelling to remote sites / Colocations
• Technical Certification (Microsoft / HP / Dell) in the similar field will be an added advantage

Last updated : 2024-03-23