Role Summary:

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 nonrecurring 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:

• Proven work experience as a Desktop Support Engineer or Field services Technical Support Engineer
  
• To resolve incidents and upgrade different types of software and hardware. Installation of new hardware for customers such as new monitors docking stations or keyboards. May also include diagnoses and resolving software and hardware incidents including operating systems (Windows 10/11) and across a range of software applications on the client machine (Office 365 applications and Teams etc.).
  
• Must possess the proven ability to install and configure new IT equipment perform PC Refresh deploy new hire installs of equipment PC moves retirement and pickup of devices set for retirement. Wipe drives with proper tool before disposal.
  
• Addressing user s tickets regarding hardware software and networking
  
• Local and Remote support of end user devices including but not limited to: troubleshooting repair maintenance upgrade recommendations / installations configuration/setup incident analysis and resolution basic connectivity support (wired and wireless) PDA and Smartphone support printer (MFD) support and peripheral management.
  
• Performing end user device imaging deployment installation and collection; along with the moving of any equipment from one location to another while adhering to customer standards.
  
• Performing end user software installation configuration procurement support and troubleshooting on end user devices.
  
• Taking end to end ownership of assigned end user Incidents and Requests while categorizing tracking prioritizing and providing uptodate status and information to them while utilizing ITSM ticketing tools such as Service Now Remedy HP Service Manager or Peregrine 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 offsite technical teams. Will also need to support VIP level end users as needed.
  
• Assisting with Hardware/Software asset inventory Management including hardware disposals.
  
• Support Incountry/site PBX networks and PSTN interfaces.
  
• Assisting with special projects.
  
• Performing other duties as assigned.
  
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Requirements

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 selfmotivating
  
• 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 Intel Servers and Telecoms
  
• Ability to successfully pass a background security check
  
• Experience including remote control of PCs and video conferencing knowledge
  
• Rotational Oncall for executive support
  

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 nontechnical 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 multidiscipline 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.

Selfmotivated. 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.