20 Apr
PC Support Technician
Vacancy expired!
- Work with end users on a variety of different IT related issues.
- Able to troubleshoot and resolve common problems using tools and documentation. Familiar with tier 1/tier 2 support, ITSM processes and escalation process.
- Will work with other members of Information Technology organization as part of cross functional team.
- Executes on deployment plans and operational activities such as patching, upgrades, etc. (i.e.) follows Operational "Run Book" for Service Offering(s).
- Assists with documenting customer and derived technical requirements for end user requests.
- Works with end user to understanding their concerns and executes the right solutions to meet their needs.
- Works primarily within the immediate work group. Works under regular supervision.
- Handles requests from customers and maintains and updates records and/or tracking databases and provides status updates to customers on a regular basis.
- Interact with or route requests to third-tier technical specialists to provide resolution or root cause analysis.
- Demonstrate professionalism and good customer service skills when working with internal and external customers.
- Use effective listening techniques to identify customer need. Establish methods to deal with various customer behaviors. Applies strategies to build rapport with customer and peers. Leverage knowledge, experience, and/or historical information in fulfilling service requests.
- Follow established guidelines for recording service requests, providing status updates to customers and updating appropriate informational databases.
- Answers client's inquiries concerning systems operation; diagnoses system hardware & software.
- Recommends and implements remedial actions to correct problems based on the knowledge or systems operation.
- Perform IT hardware and software troubleshooting to get the customer back up and running.
- Associates degree in appropriate discipline.
- 3-5 years of related IT experience.
- Understands elementary problem-solving techniques.
- Understands the value of cooperating with coworkers. Team work is essential to success.
- Understands how to disseminate internal information.
- Knowledgeable regarding the process of interacting with customers to provide positive experience and issue resolution.
- Understands the company's basic rules, policies, and procedures.
- Judgment - Appreciates the importance of basing decisions on factual information and sound logic.
- Understands the importance of remaining compassionate and empathetic when dealing with the problems of others.
- Understands the value of approaching work with enthusiasm.
- Understands fundamental communication styles and techniques.
- Understands the importance of staying calm and relaxed under pressured situations.
- Maintains an organized daily calendar.
Vacancy expired!