Beschreibung
Accurately testing, identifying, repairing, resolving, and documenting end user technical issues for basic desktop/laptop/workstation support, basic connectivity support (wired and wireless), PDAs, BlackBerrys, Smartphones and basic printer support• Support users with Apple Mac and IOS devices
• Support Multifunctional Devices (MFD) for issues like Scan to Email, Scan to Fax, Email to Fax etc.
• Support In-country PBX networks and PSTN interfaces
• Smart hands support for Data Networks, Server, and other infrastructure teams
• Support Hardware/Software selection and Procurement effort
• Support Hardware Refresh, Redeployment and Disposal activities
• Troubleshooting and resolving software issues. Ability to install, configure, reconfigure or reinstall software including remote support
• Reimaging computers/hard drives in accordance with customer standards
• IMACD function including installation and decommission.
• Backing up and restoring settings and associated systems administration activities
• Taking ownership of issues from end-to-end to reach a resolution for all appropriate requests and incidents.
• Categorize and prioritize end user support requests and service requests by utilizing ITSM ticketing tools such as SNOW to track tickets and provide up-to-date status and information to the customer.
• Move equipment associated with escalated help desk incidents and service requests
• Performing asset inventory activities as needed.
• Trains and orients users on use of hardware and software.
• Recommends and / or performs upgrades on systems to ensure longevity.
• Support VIPs on site, if need be
• Coordinate with local cabling vendor for cabling requirements
• Performs other duties as assigned