Support Technician
Support Technician
Posted on :
19-03-2024
Employer Active
1 Vacancy
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Job Description
Req ID : 2640089
Overview
The Support Technician is the onsite point of contact for the business partners of ETP in efforts to support the MacBook Service Offering project. As such the Technician is assigned support tickets from the National Service Desk processes emails and web tickets and tracks all information in the ITSM tool. This includes software hardware network telecommunication systems and basic desktop support matters. In the role our technicians are responsible for determining the issue escalating as required working through a remedy and then resolving the problem (either personally or through the broader ETP team). Individuals in this position may also install software updates and upgrades on the computers workstations and network. Technicians have direct access to our business and thirdparty community and are expected to treat these relationships with quality care and empathy that is consistent with the ETP and SGWS Values.
Duties and Responsibilities
Report onsite at designated SGWS office locations daily.
Provide accurate and timely updates to work tickets incidents and outages.
Develop a command of ITIL service management practices and customization made to SGWS standards.
Learn and develop expertise in inscope applications and platforms for areas supported (e.g. functionality data reporting administration etc.)
Receive ticket and route end user support issues.
Complete issue resolution.
Document all support outcomes including resolution and notes.
Participate in updating service policies and procedures (where needed)
Assist with commercial and custom system testing and debugging (new releases features etc.)
Communicate status of issues to users (verbally or digitally)
Learn and develop expertise in inscope applications; i.e. macOS MacBook standards and management.
Provide the support to resolve incidents.
Maintain awareness of SGWS system environment to ensure the highest level of service and support to the organization.
Create support and maintain knowledgebase with current standards and resolution procedures.
Minimum Qualifications
Bachelor s or Technical Degree (computer science information systems software engineering or other
industry related curriculum).
2 years experience in customer support role or environment
Strong communications skills (written and verbal)
Demonstrated patience and empathy for user community
Ability to follow instructions
Strong networking skills including an ability to leverage relationships to solve problems
Strong problemsolving skills
Strong time management skills (i.e. works efficiently)
Delivers Results
Change agent
Collaboration/Teamwork
Critical Thinking
Analytical Skills
Excellent verbal / written communication skills strong attention to detail
Ability to analyze and solve problems think outside of the box and grasp technical concepts
Ability to combine information or data to find relationships among seemingly unrelated events
Ability to work within a team environment as well as independently
Strong working knowledge or PC Hardware Telephony and Networking/systems/platforms
Experience leading a small team
Working knowledge of service management programs procedures and processes
Experience mentoring and developing technicians
Experience interacting with the Business & IT community
Preferred Qualifications
Possess entry level industry certification(s)
Familiarity with ITIL concepts
Experience with ServiceNow or other support management software
Experience with Telephony tool
Ability to travel as needed
Specialized Skills and Technologies
EUC Support
Understanding of the IT infrastructure including specialized experience in the following areas:
Windows PCs macOS laptops iOS mobile devices printers and corresponding programs
Working knowledge of MS Office Windows Active Directory macOS and iOS
Experience in supporting end users or Windows desktop macOS and iOS mobile devices
Microsoft Certified Desktop Support Technician or equivalent preferred
Ability to successfully troubleshoot LAN/WAN and VPN desktop or mobile device connectivity issues
Physical Demands
Full time onsite position required at SGWS primary office location.
Physical demands with activity or condition may include occasional to rare amount of time include walking bending reaching standing and stooping
May require occasional lifting/lowering pushing carrying or pulling up to 50lbs
Bachelor s or Technical Degree (computer science, information systems, software engineering or other industry related curriculum). 2+ years experience in customer support role or environment Strong communications skills (written and verbal) Demonstrated patience and empathy for user community Preferred Qualifications Possess entry level industry certification(s) Familiarity with ITIL concepts Experience with ServiceNow or other support management software Experience with Telephony tool
Employment Type
Full Time
Key Skills
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