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Tyler

    specialist - Tyler, United States - HCL Technologies

    HCL Technologies
    HCL Technologies Tyler, United States

    2 weeks ago

    Default job background
    Description
    Job Description (Posting).


    End-User Support Technician:
    Job Description

    Background

    As a member of the End User Support team, the candidate will provide high quality support with very good customer service, technical expertise and timeliness.

    This position has frequent contact with end users, peers and managers primarily face to face as deskside support for service requests and on-site problem resolution.

    The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the Site Services department.

    The candidate will also provide hands and eyes support to other IT teams including but not limited to Audio Visual, Network, Server and print services.

    Description
    As an End User Support Technician with Minimum of 5 years technical experience in providing quality services to the end users which includes the following key roles and responsibilities:
    Provide customer facing end-user support that includes
    Break-fix support for Laptop, desktop, tablets and associated hardware peripherals
    IMAC support including large scale/bulk office moves/re-stack activities (all moves)
    Support for Operating System, base load software, MS Office suite and other business application
    Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs
    Access related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries
    Support for the Mobility devices (IOS/iPhone/IPads)
    VIP and home-based office (HBO) user support
    Manage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenance
    Respond to end-user requests for updates on ticket status and promptly follow up as needed.
    Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
    Perform managed print service invoicing/meter read/polling report verification
    Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
    Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
    Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
    Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.
    Provide On-call support if required outside business hours on a rotational basis
    Desired Skillsets
    Strong understanding of Client based Operating Systems
    Strong ticketing system experience
    Proficient understanding of level 1 Helpdesk services
    Strong understanding of end user hardware
    Strong knowledge of client based applications
    Proficient with common network protocols (TCP/IP) for device connectivity issues
    Excellent communication skills (English & Local language)
    Excellent customer engagement and customer service skills
    Strong desire to help, share, and assist others
    Excellent analytical skills, Work Ethic and Problem-solving skills
    Basic Safety knowledge in order to assist users with ergonomic equipment
    Ability to lift heavy equipment s within stockroom
    Customer experience - CSAT focused with Customer is #1 Attitude
    Professional and courteous and Ability and patience to work in a high dense client environment
    Flexible for travelling to remote sites/Colocations
    Technical Certification (Microsoft/HP/Dell) in the similar field will be an added advantage
    (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To
    #J-18808-Ljbffr
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