Desktop Support Technician

Job description:

Responsibilities:

• Supporting IT equipment in large corporate environment
• IMAC Support IT equipment Install/Move/Add/Change
• Track and resolve customer incidents and requests through the ServiceNow ticketing tool
• Troubleshoot and resolve hardware and software issues for Windows and MAC devices
• Troubleshooting Hardware and Software issues for any Retail Stores (Payment Terminals, Printers, Scanners, Back-office PCs, Wi-Fi connectivity etc.)
• Restoration and migration of user data
• Shipping, receiving and disposal of IT equipment
• Smart Hands support to assist other support groups such as networking, server and telecommunication teams
• Printer and peripheral device support
• Mobile device support
• Inventory management of IT assets including asset auditing
• Video Conference room equipment support and meeting support
• Execute and follow appropriate KB articles
• Special event support including potential after hours support requirements
• VIP support
• Travel requirement to customer offices and retail stores as and when required for troubleshooting IT issues

Basic Qualification:

• Windows and MAC hardware and software troubleshooting skills and experience
• Ability to do in-depth research and troubleshooting for complex technical issues
• Ability to complete all work tasks with minimal supervision
• Excellent time management skills to prioritize workload
• Ability to walk, bend and lift equipment up to 50 pounds and perform Physical duties of connecting computer equipment
• Experience supporting both MAC & Windows OS, Microsoft Office, smart phones, Audio Video/Video Conference equipment, printers and the following PC hardware manufactures: Apple & HP.
• Office 365 and Skype for Business/Skype Room Systems Troubleshooting
• Basic understanding and troubleshooting of LAN and WAN infrastructure, including on-site servers, WAPs, switches, routers.
• High level of flexibility and the ability to positively respond to changes in work requirements
• Ability to operate and communicate effectively while under pressure is essential
• Ability and willingness to learn new technologies
• Willingness and skills necessary

Customer Experience Skills

• Excellent verbal and written communication skills
• Good technical writing skills and a willingness to document all work performed
• Ability to communicate and interact with both technical and non-technical customers
• Strong customer service experience in a corporate environment
• High level of professionalism and strong personal interaction skills
• Good technical writing skills and a willingness to document all work performed