Position Mission
Ensure the correct IT support to the business.
Responsibilities
* Diagnose and resolve hardware and software issues involving network connectivity, email clients, teleconference systems, printers, and more.
* Monitor tickets to ensure SLA response and resolution.
* Receive incoming calls, handle walk-in guests, troubleshoot as needed.
* Consult with third-party support and PC equipment vendors to resolve out of scope issues.
* Provide first and second level support for desktops, laptops, and mobile devices.
* Troubleshoot network connectivity issues including off-site LAN and wireless access to office network.
* Provide telephone and email support for clients via step-by-step instructions or using remote access software.
* Assist employees with VPN dial-up and wireless connections when working remote to allow them access to the network.
* Provide critical support in troubleshooting and maintaining all system applications and hardware resources.
* Assist customers in resolving basic technical problems by providing guidance regarding software and hardware problems.
* Maintain/fix PCs configuration to be compliant with the Company's IT policies.
Technical Skills, Qualifications, and Professional Experience
* Strong understanding of operating systems, software, and devices.
* Problem-solving and analytical skills.
* Providing remote technical support via internet or phone.
* Knowledge of ticketing systems.
* Maintaining operating systems by repairing hardware and configuring software.
* Verbal and written communication skills.
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