FSO

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

· PBX Installation and Configuration - troubleshooting

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: eTeam Workforce Limited Reference: 23-00839