Desktop Support Engineer F/H
Temps plein
Astra North Infoteck Inc.
Role Description:
- The Technician is the first point of contact for an End User; because of this it is vital that the technician set the appropriate expectations to provide great interactions.
- The Technicians role includes (but is not limited to).
- Be available for Walk-In Support during operation hours of the Tech Lounge.
- Dress and act in a professional courteous manner.
- Empathize with an End User.
- Provide fast effective technical support in a positive manner.
- Follow direction from Local Operations Manager.
- Work on Assigned Tickets (incidents and Tasks) in a timely manner.
- If no specific Assigned Tickets must self-regulate and work on tickets in queue(s).
- Open Service tickets (if required) and follow up on tickets that are not closed by Tech Lounge.
- Track each interaction in an internal database.
- Be comfortable talking about all the technologies and services supported.
- Be able to perform a warm handoff between the end user to additional support teams as necessary.
- Maintain training materials, loaner devices and training devices.; this includes (but is not limited to) tracking, reformatting HDDs, cleaning, charging and setting up for user and/or trainers.
- Maintain training materials inventory.
- Provide on the spot, fast and effective technical assistance in a positive manner.
- Answer how to questions Open and close facility.
- Provide tours of the facility.
- Set up equipment for training sessions as needed.
- Promote (reference) Tech Lounge Central and TL training sessions.
- Creating shipping labels/preparing boxes to be sent to users.
- Expected to open the return boxes received from Users.
- Expected to maintain Deskside Support Room a mess free including arranging of peripherals/laptops in an appropriate manner.
- Technician should have good communication and troubleshooting skills, customer oriented, updated knowledge on current technology.
Nice-to-Haves
- Hardware break/fix
- ServiceNow ticketing system
- Asset inventory knowledge
- Using remote tool like Bomgar
- Knowledge on ITI and SLA-Imaging and re-imaging knowledge
- MacBook support-MDM on iOS
L'offre d'emploi a été publiée il y a 2 jours
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