IT Support Specialist

Job Description:

• IT Tech Support Engineer job skills
• Great customer service and communications including Executive support
• IT End user compute troubleshooting (Windows/MAC, PC Hardware, Audio Video/ Conference rooms/ Printers/ Smartphones + Telephony/Networking
• Operational Discipline: Follow Processes, working knowledge of Service Now for Incident/Request and Asset Management would be a plus
• Highly motivated, self-reliant and great team player. Some of these roles will have a remote manager.
• These are all full time onsite critical worker roles during Covid.

• This is an onsite role supporting local and remote employees
• Install, diagnose, repair, maintain and upgrade all PC hardware and equipment to ensure optimal workstation performance
• SME for areas deemed critical by the Regional Manager, provides technical guidance to all parties.
• Troubleshoot problem areas in a timely and accurate fashion, and provide end-user assistance where required
• Remotely Troubleshoot incidents using technical and investigative procedures to provide a resolution for end users
• Evaluates decisions through the eyes of the customer; builds strong customer relationships and creates processes with customer viewpoint
• Follow up on outstanding incidents/requests to provide better customer satisfaction
• Provide walk-thru customer first service, interact with our end user base
• Collaborates with others to solve problems and actively incorporates input from various sources; has experience escalating to teams outside of Tech Support Services
• Complete ticket logging/classification/categorization correctly and efficiently
• Train users and communicate on how to use technology equipment and provide process documentation providing the best customer service
• Maintain appropriate stockroom level by adhering to procurement and asset inventory process
• Act as escalation point for any IT related issues
• Demonstrate strong IT troubleshooting and technical skills related to end user computing (PCs, MACs, Smartphones, Windows, Microsoft apps etc.) and networking
• Strong Customer Service, collaboration and communication skills
• Technical Knowledge of Audio Visual and Conference technology a big plus
• Working knowledge of Service Management (ITIL) and use of Service Now
• Disciplined approach to following operational processes