What are the responsibilities and job description for the IT Support Tech position at Yochana?
Job Description
As an Onsite Support Technician with minimum of 4-7 years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities:
• Manage the reporting of SLAs, Adherence of SLA and contract
• Manage shift and shift planning including on call roster
• Manage Resource productivity
• Enable the team with training and development
• Ensure security compliance
• Ensure sufficient inventory level is managed across locations
• Ensure all service request and incidents are resolved before agreed service levels
• Plan and execute any move request or project work
• Lead the team by providing technical and process assistance to below activities
• Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
• Perform Break Fix, Desk Side Support, IMACD’s, Data Migration, Refreshes and health checks
• Perform onsite updates, Configuration changes, or Software installations.
• Provide onsite technical assistance to end users by visiting their desk location
• 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