Deskside Mac Support - Lincolnshire, United States - VySystems

    VySystems
    VySystems Lincolnshire, United States

    2 weeks ago

    Default job background
    Technology / Internet
    Description

    Job Description:

    An exciting opportunity for a dynamic and self-motivated IT professional to join the workplace support team delivering Deskside/Mac support.

    We are seeking a technically skilled, experienced, and enthusiastic individual dedicated to customer service.

    Position Summary

    Drive high level of customer service and satisfaction

    Manage incident and service request queues to ensure SLA's are met

    Provide resolution on software and hardware incidents

    Work with offshore capabilities to deliver efficient and effective customer service

    Review and take part in problem management activities

    Fulfill service requests for varied IT equipment

    Drive compliance to internal and external processes and standards

    Initiate service improvements to the overall service

    Maintain knowledge repository documentation

    Take part in change management activities as required

    Flexibility to work in shifts during business hours

    Roles and Responsibility

    §Install, upgrade, support, and troubleshoot Windows and Mac authorized desktop applications, hardware, and peripheral equipment.

    §Diagnose, troubleshoot, and fix Mac OS X, Windows Solutions on OS X, MacBook, MacBook Air, MacBook Pro, PowerBook, iBook, Power Mac, iMac, Mac Mini, Mac Pro, iPod, iPhone, iPad, and peripherals, such as scanners and local and network printers.

    §Install standard SOE Image on desktops and laptops.

    §Configure and troubleshoot Smart phones.

    §Provide assistance to remote server team on Server OS and server hardware.

    §Server hardware racking and stacking (optional)

    §Basic troubleshooting of data network/telephony devices/projectors/meeting room facilitation.

    §Basic troubleshooting of LAN/WAN/backup-restore/printers.

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

    §Instruct and assist end users in the use of computer equipment, software, and accessories.

    §Ability to evaluate and test new technology for feasibility and implementation within IT environment.

    §Document all support activity within the IT incident and request management tracking tool.

    §Coordinate efforts with 3rdparty vendors to repair faulty hardware.

    §Customer escalation handling.

    §Physical move of asset between IT stock location.

    §Provide remote support for users across United States (home based users).

    Key Skills

    Strong 2ndline technical skills.

    Strong written and verbal communication skills.

    Process documentation.

    ITIL process knowledge.

    Customer service.

    Essential Technical Skills

    Strong experience in Mac OS and hardware troubleshooting

    Windows 7/10 Operating System

    Strong experience in desktop/laptop hardware (Lenovo/ HP/Dell) troubleshooting

    SCCM (use of for deployment of Operating Systems and Applications)

    Intune (use of for deployment of Operating Systems and Applications)

    Bitlocker encryption

    Experience with network devices, network protocols, DNS, VPN, and load balancing

    Software and application Troubleshooting

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