Deskside Support Technician - Lincolnshire, United States - MphasisAvance Consulting

MphasisAvance Consulting Lincolnshire, United States

2 weeks ago

Description

Location: Lincolnshire, IL

Start Date: Immediate

Role: Deskside Support Technician.

Note:

We are looking for an ideal candidate with Mac support Certification.

Exciting Opportunity:

An excellent chance for a proactive and motivated IT professional to be part of the workplace support team delivering Deskside/Mac support.

We are in search of a technically skilled, experienced, and enthusiastic individual committed to providing top-notch customer service.

Position Summary:

Ensure high levels of customer service and satisfaction
Manage incident and service request queues to meet SLA’s
Resolve software and hardware incidents
Collaborate with offshore teams to deliver effective customer service
Participate in problem management activities
Handle service requests for various IT equipment
Uphold compliance with internal and external standards
Propose service enhancements
Maintain knowledge repository documentation
Assist in change management activities
Be flexible to work different shifts during business hours

Roles and Responsibility:

§ Install, upgrade, support, and troubleshoot authorized desktop applications and peripherals for Windows and Mac.

§ Diagnose and fix Mac OS X and Windows solutions on various Apple devices and peripherals.

§ Install standard SOE Image on desktops and laptops.

§ Configure and troubleshoot smartphones.

§ Provide support to the remote server team.

§ Undertake basic troubleshooting of data network/telephony devices and projectors.

§ Provide technical assistance and training to end users on computer operating systems and applications.

§ Evaluate and test new technology for practicality and implementation.

§ Document all support activities within the IT tracking tool.

§ Coordinate with vendors for hardware repairs.

§ Handle customer escalations.

§ Assist in asset relocation between IT stock locations.

§ Offer remote support to users across the United States.

Key Skills:

Strong technical skills
Excellent written and verbal communication
Process documentation proficiency
ITIL process understanding
Customer service expertise

Essential Technical Skills:

Proficiency in Mac OS and hardware troubleshooting
Windows 7/10 OS
Expertise in desktop/laptop hardware troubleshooting
Knowledge of SCCM and Intune for OS and applications deployment
Experience with network protocols and devices, DNS, VPN, and load balancing
Software and application troubleshooting
Proficiency in ITSM tools like ServiceNow

Education & Experience:

§ Three years or more College diploma or any graduate degree

§ ACSP (Apple Certified Support Professional) or Apple Device Support certification

§ ACMT certification

§ CompTIA A+ or CISSP certification - Preferred

§ Minimum of 5 years of experience in Deskside/Mac support operations in mid to large customer environments.

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