Deskside Support Technician bei Essintial Enterprise Solutions

Description

Part Time:  Monday-Friday 8am-12pm 

Base Skill Set

• Expertise in System Desktop Administration, Customer Service, Incident/Change/Release management and Support various third party applications on Windows Platforms.
• Worked on several technical, various Application support projects across diverse clients and companies.
• Professionally trained & certified in IT Infrastructure Library & Windows Server Administration and also has sharp focus on utilizing the programming techniques for various initiative activities.
• Basic understanding of deskside networking tasks (Office SW check, tracert/ipconfig/etc command for end user support)
• Release/Change/Incident/Configuration management, service delivery, infrastructure, operations & production support. Plan, schedule and implement release projects and related reports, Oversight and development of Build and Release process.
• Installing, configuring, and managing Mobile Device Management applications
• Software Distribution, Data Encryption, Corporate email configuration on mobile devices like iPhone, iPad, Blackberry etc.
• Managing, maintaining, supporting, troubleshooting, and optimizing solution 
• Resolving problem/request logs within contracted SLA targets and working with Help Desk Analysts to ensure users are regularly updated

Duties & Responsibilities 

• Technical troubleshooting and hands-on experience with different OS such as iOS, Android, Windows, Blackberry devices 
• Analyzing and investigating skills, with a structured approach to problem solving
• Assisting end users via telephone, e-mail, with a wide range of questions, problems and requests with their needs
• Monitoring and tracking incidents and trouble calls in ticketing system in support of the incident and problem management process; recognizing high priority tickets and taking action within the expected response time
• Updating all assigned tickets capturing troubleshooting activities and resolution
• Resolving escalations from the IT Service Desk and handling client support requests as well as take ownership of product issues and ensuring closure is achieved
• Planning, creating, and deploying security and device management policies

#EES25

Requirements

Desired Requirements 

• Excellent written and verbal communication and customer service skills with proven ability to work in fast paced environments
• Commercial experience in an IT support technician role that includes2+ years of technical support experience in a hybrid Windows and MAC environment
• Experience in working with a helpdesk operations, to include Windows and Mac clients
• 2+ year Hands on experience and in-depth knowledge of Macintosh technologies, 2+ years of Windows
• 2+ years’ Experience with mobile applications/products including: iPhone, iPad, and Android platforms Expertise in iPad / iPhone
• Self-starter that is able to collaborate actively with others in a cross-functional team
• Proven attention to detail and high standards for quality
• Excellent organizational/administrative/technical skills with agility to re-prioritize as necessary
• Skilled in documenting written troubleshooting steps and instructions
• Business professional attire