DSE

This position assists customers, end users at onsite or remote locations and operating staff with technical support of desktop computers, applications, and related technology. Interaction with multiple levels of end users, managers, VIPs and local technical staff is required. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. A good understanding of general IT services is required. “Smart Hands” services and cooperation with subject matter experts to provide support of Networking Equipment, Servers, Telecoms and other IT related equipment.

Primary Responsibilities:

Taking end to end ownership of assigned end user Incidents and Requests, while categorizing, tracking, prioritizing and providing up-to-date status and information to them while utilizing ITSM ticketing tools such as Service Now, Remedy, Client Service Manager, or client Service.

As onsite ‘Smart Hands’ support, will be asked to perform training and orientation on use of Hardware and Software, along with coordination of onsite tasks from other off-site technical teams. Will also need to support VIP level end users, as needed.

Assisting with Hardware/Software asset inventory Management, including hardware disposals.

Performing other duties as assigned.

Desired Skills and Experience

Core competencies, knowledge and experience:

At least 3 years hands on experience in Field Support Services.

Strong customer service skills

Strong written and verbal communication skills

Must be detail oriented and self-motivating

Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels

Clients: Windows 10, Windows7, Windows XP, IOS

Servers: Windows 2003, Windows 2008, Windows 2013

Strong Microsoft Office skills (Outlook, Word, and Excel)

Strong Microsoft operating System installation and troubleshooting skills

Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers

Basic knowledge to support Mac and iOS devices

Knowledge to support Multifunctional Devices, Smartphones, PDA’s, iPhone’s, iPad’s & BYOD

Experience in IT related services with basic understanding of Networks, Client Servers and Telecoms

Ability to successfully pass a background security check

Experience including remote control of PCs and video conferencing knowledge

Technical / professional qualifications:

High school degree or GED required. Bachelor’s degree preferred.

Microsoft certifications

Business & Behavioural Skills

Strong interpersonal skills and ability to translate IT technical language into everyday terms which users can understand, specifically non-technical senior management

Ability to interact with customers to ensure that the service is flexible, efficient and responsive

To work through issues analytically to a successful conclusion

Demonstrable results in a business customer facing role, with a track record of delivering services to defined service levels.

Experience of working with multi-discipline teams in distributed locations.

Experience of working in an Operational environment alongside other technical and operational teams, ensuring that all parties collaborate effectively to deliver services.

Use of ITIL service management framework to deliver best practice

Proven ability to deliver improvements that deliver greater value to the customer and business through more efficient delivery and/or lower costs.

Self-motivated. Ability to learn new technologies on own.

Strong technical aptitude and ability to research and solve complex issues independently

Ability to work as part of a team.

Ability to participate and contribute during crisis times, assist team members/leads, as needed.

Show adaptability and flexibility in work to suit business requirements. Be flexible with respect to work requirements and timings of shifts based on business requirements.

Demonstrate ownership and responsibility in all assignments

Build and nurture positive working relationship with customers with the intention to exceed their Expectations.

Physical demands:

Must be able to frequently remain in a stationary/sitting position.

The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.

Frequently moves/lifts computer equipment weighing up to 50 pounds.

Able to manipulate small hand tools.

Work environment:

Generally works in an office or warehouse environment but may occasionally be required to perform job duties outside of the typical office setting.

Job type: Contract Division: Darwin Rhodes Reference: 22-03803