About this role
Working in a fast-paced, constantly evolving environment, you will provide excellent customer service and hands-on support. This is a great opportunity to join an ambitious company at the forefront of its industry and play a key role in delivering a high-quality IT support service. This is a varied and challenging role.
- You will ensure that support requests and incidents are handled promptly and professionally.
- You should take a proactive approach, responding to queries by phone, email, and in person.
- You will also act as an escalation point, working with third-party resolver groups to address issues that you are unable to resolve yourself.
Job responsibilities Provide support that consistently meets or exceeds customer expectations; Identify, analyse, and repair product failures. Order and replace parts as needed; Support and maintain user account information, including rights, security, and system groups; Receive and resolve issues from Tiers 2 and 3 when on-site assistance is needed to solve a hardware or software issue, in cooperation with the resolver group that transferred the issue, if necessary; Provide troubleshooting and problem-resolution support for all network devices; Coordinate with third-party vendors to resolve hardware and software problems, as required; Receive and resolve hardware- or software-related issues from Tiers 2 and 3 when on-site break-fix support is needed; Work with hardware and software vendors on planning and problem resolution; Work with manufacturers and third-party vendors to obtain technical assistance; Install PCs, peripherals, and LAN-based equipment; Assist with setting up security, file access, and other administrative procedures related to office moves; Move workstations, peripherals, and telecommunications equipment, as required; Order, receive, and provide all required equipment, materials, and third-party vendor services to implement IMACs; Install and set up equipment, cables, outlets, and all other hardware required to implement IMACs; Test completed IMACs and confirm acceptance by the end user; Document changes to inventory use and configuration; Provide AV and conference support for software such as Webex, Skype for Business, and Zoom.
- At least 5 years' experience in onsite support.
- An equivalent combination of education and related experience may also serve to meet these minimum requirements; ITIL V4 Foundation Certification (recommended); Microsoft Operating System / Office Certification(s) will be an asset; Advanced MS Office 365 skills; Scripting, coding skill will be considered an advantage; Able to solve simple hardware issues; iOS, Android advanced user, Basic Networking skills; Knowledge of Active Directory, permissions; Team Player and Analytical Thinking; Open and positive personality and ability to manage stress effectively; Customer oriented (Service awareness) with good interpersonal and communication skills; Able to adapt in a fast-evolving technology environment and ability to learn; Able to assume day to day responsibilities generating specific deliverables; Relationship-builder, at ease with people and capable of quickly building trust; Language skills: Proficiency in local language and a good level of English.