Technical Specialist

Job Description (Posting).

JD:

o Perform Installs, Moves, Adds and Changes (IMACs) of hardware and software

o Become familiar with local and regional infrastructure, key contacts, and escalations regarding other teams in the business

o Perform break-fix support for a wide range of hardware and software (site specific software competency will be trained while on the job)

o Demonstrate outstanding understanding and communication when working with clients

o Work with vendors to add/change/remove account contracts

o Support a standard set of applications plus additional software and hardware specific to Executives and tailored to a mobile workforce.

Customer service skills

o Comfortable working with people in a professional setting

o Able to work with multiple vendors and build work relationships with them

o Able to provide a calming demeanor when frustrated with the customer to reach a positive conclusion.

o Good presentation & communication skills along with ability to handle critical situations.

o Expert on MS Office products

o Experience-based Windows 10 support

o BitLocker encryption

o Configuration/imaging

o Crash/BSOD resolution

o Installation environment

o General Windows OS troubleshooting

o Hardware support and troubleshooting

o Troubleshooting hardware issues

o Replacing desktop/laptop hardware

o Installation of peripheral devices

o Microsoft Office proficiency

o Proficiency in Word, Excel, Lync, Outlook, Access, PowerPoint (usage and support)

o Visio, Project support

o Able to create documentation and contribute to KB articles

o Microsoft O365 support

o Basic network troubleshooting

o Experience working with basic network hardware (switches)

o Troubleshooting connectivity issues

o Thorough understanding of wireless/wired networks

o Experience-based iPhone/iPad support

English language is mandatory

(1.) To maintain SOP's and runbooks of the respective technical track. (2.) To attend and handle complex L2 calls (3.) To handle L3 complex calls under L3 Engineer (4.) To provide telephonic and remote trouble shooting support