Rr-0090466 - Eus - Onsite Support

Description:

Maintains customer service ensuring that all customers are responded to and problems are addressed in a timely, efficient and professional manner
Install, upgrade, support and troubleshoot Windows Operating System and application such as Microsoft office, Adobe and any other authorized desktop application (including Lab workstations)
Regional coordination with third party suppliers
Install, upgrade, support and troubleshoot for printer, computer hardware, and any other authorized peripheral equipment
Performs hardware break fix on computers. Laptops, printers, and other authorized peripheral equipment
Performs general preventative maintenance tasks on computers, laptops, printers, and other authorized peripheral equipment
Manage desktop lifecycle programs by tracking hardware through Asset Management from delivery through end of life, builds, application installations, user migration and hardware installations
Maintenance of IT assets and keep proper documentation
Coordinate with vendors for external support and repair
Responsible for actively monitoring ticket queue and all assigned tickets, ensure accurate logging, categorization, prioritization, initial diagnosis, routing, functional escalation, and data integrity of all applicable incidents and requests in ticketing tools
Meets established Service Level Agreements (SLAs) guidelines
Identify and Escalate problem required urgent attention

Skills & Requirements

Knowledgeable in operating systems such as Windows (10, 11), MacOS and IOS and other common OA desktop applications (MS Office, Adobe Acrobat, etc.)
Analytical and problem-solving skills
Good interpersonal skills to interact with customers and team members
Organization and time management skills
Ability to prioritize tasks and work under time constraints
Good verbal/written communication in English
Customer focus, with exceptionally good customer service, inter-personal and telephony skills-sets
Leadership skills
Interpersonal skills to interact with customers and other employees
Ability to work in a team environment and who is self-motivated, self-disciplined and initiative
Self-motivated and the ability to work under pressure
Process oriented
Able to perform in a fast moving and demanding environment
Able to multi-task

Qualifications