Working in a fast paced, constantly evolving environment, you will be responsible for providing a high level of customer service and hands-on support. This is a fantastic opportunity to join an ambitious company operating at the forefront of their industry, and play a key role in ensuring the successful delivery of a premium IT support service.
This will be a diverse and challenging position. The overall goal is to ensure that all support requests and incidents are dealt with in a timely and professional manner. You will need to be proactive in your approach requiring you to deal with support queries over the phone, via email and face to face, as well as acting as a point of escalation with 3rd party resolver groups for problems that you cant resolve.
responsibilities :
Provide support that consistently meets or exceeds Customer expectations;
Determine and recommend which products or services best fit the customers needs;
Identify, analyze, and repair product failures. Order and replace parts as needed;
Support and maintain user account information including rights, security and systems groups;
Receive and resolve issues from Tiers 2 and 3 if eyes & hands are necessary to solve a hardware or software issue at location/onsite - in cooperation with the resolver group who transferred the issue, if necessary;
Provide troubleshooting and problem resolution support for all network devices;
Coordinate with third-party vendors to resolve hardware and software problems, as required;
Receive and resolve hardware or software related issues from Tiers 2 and 3 when break-fix is necessary to solve an issue at location/onsite;
Interface with hardware and software vendors for planning and problem resolution;
Interface with manufacturers and third-party vendors for technical assistance;
Execute the installation of PCs, peripherals and LAN-based equipment;
Assist with setting up security, file access and other administrative procedures associated with moves;
Move workstations, peripherals and telecommunications equipment, as required;
Order, receive and provide all required equipment, materials and third party vendor services to implement IMACs,;
Install and set up equipment, cables, outlets and all other hardware required for implementing IMACs,
Test completed IMACs and verify acceptance by end user,
Document changes to inventory use and configuration,
AV and Conference support with software such as Webex, Skype for Business, Zoom etc.
requirements-expected :
ITIL V3 Foundation Certification (recommended),
Microsoft Operating System / Office Certification(s) will be an asset,
Advanced MS Office 365 skills,
Scripting, coding skill will be considered an advantage,
Able to solve simple hardware issues,
iOS, Android advanced user,
Basic Networking skills,
Knowledge of Active Directory, permissions,
At least 3 years experience in onsite support. An equivalent combination of education and related experience may also serve to meet these minimum requirements,
Team Player and Analytical Thinking,
Open and positive personality and Stability / Stress tolerance,
Customer oriented (Service awareness),
Good interpersonal and communication skills,
Able to adapt in a fast evolving technology environment and ability to learn,
Able to assume day to day responsibilities generating specific deliverables,
Relationship-builder, at ease with people and capable of quickly building trust.
offered :
Full time employment contract;
Flexible benefits package (you can choose from such items as MultiSport card, cinema tickets, vouchers for various shops and restaurants, holiday booking discounts and much, much more);
Premium private medical healthcare, which includes dental care and insurance policy for international travel;
