Job Purpose: The Desktop Support Technician serves as a TCS representative at customer locations, providing second-line support as a physical presence to ensure customer satisfaction and service levels. The technician will work closely with TCS teams and provide Hands and Eye support for TCS, customers, or OEM subject matter experts to diagnose and resolve incidents with Network and Compute devices.
Main Duties and Responsibilities:
- Install, upgrade, support, and troubleshoot Windows, Mac, and other authorized desktop software/applications.
- Install, upgrade, support, and troubleshoot End User Workspace Hardware (Desktops, Laptops, Printers, Mobile Devices, Video and Conferencing Equipment, and other peripheral equipment and devices).
- Perform general preventative maintenance tasks on devices and software.
- Follow and execute instructions provided by Subject Matter Experts.
- Provide advanced support for complex issues related to End User Workspace hardware, software, and applications.
- Offer services similar to an Apple Genius Bar, including priority services for Executive and VIP users.
- Support remote Desktop Engineering teams with Application Packaging, Software Distribution, Image Management, Mobile Device Management, End User Workspace Security Management, and Desktop Virtualization.
- Provide onsite hand and eye support for TCS, Customer, or OEM SMEs for device installation, upgrade, support, and troubleshooting in Network and Compute environments.
- Assist users with any logged IT-related incidents when requested.
- Take ownership of issues by conducting problem analysis to implement fixes, aiming to restore service promptly; escalate incidents to other support teams when necessary.
- Accurately record, update, and document requests using the IT service desk system.
- Maintain a first-class level of customer service, ensuring efficient and appropriate treatment of all customers.
- Maintain excellent verbal communication skills to communicate effectively with technical and non-technical colleagues at all levels in the organization.
- Be a highly motivated team player with the ability to manage changing priorities.
- Create, maintain, and publish relevant support documentation to assist all End Users with quick resolution of incidents and service requests, enabling user self-sufficiency.
- Attend training as necessary to stay up-to-date with the latest technology and internal system processes.
- Contribute to reporting as per TCS/customer requirements.
- Perform other tasks as assigned within the individual's skillset.
Technical Skills:
- Good understanding of IT principles such as Networks, Hardware, and Domains.
- Working knowledge of leading software packages such as MS Office, Lotus Notes, and MS Outlook.
- Advanced knowledge of Windows and Mac operating systems and related software and applications.
- Advanced experience in End User device hardware and software troubleshooting.
- Expert knowledge of mobile devices, particularly Blackberries and iPhones.
- Experience in building, configuring, replacing, and troubleshooting EUC hardware components.
- Good experience supporting devices such as Printers and Meeting Room equipment.
- Awareness of Data Backup principles.
- Familiarity with virtual, MDM, and VPN environments.
- Hands-on experience with systems like SCCM, MDM, Citrix, and other similar systems used in End User Workspace services.
- Basic knowledge of Infrastructure (Compute and Network) hardware architecture for troubleshooting and H&E support.
- Basic knowledge of server/client operations in a domain environment including Active Directory.
- Understanding of current and legacy hardware Infrastructure platforms.
- Hands-on experience in installation and troubleshooting of Infrastructure (DC & Network) equipment, including Rack and Stack.
- Experience in IMAC and Breakfix activities related to Infrastructure environment.
- Ability to identify defective spares and replace them with provided good spares as instructed.
- Knowledge of TCP/IP standards and networking.
- Experience with Tape Management activities.
Soft Skills & Appearance:
- Exceptional customer-facing skills.
- Clear and effective communication with TCS and the Customer.
- Logical and analytical approach to work.
- Accurate record keeping.
- Ability to work unsupervised.
- Good timekeeping skills.
- Focus on quality work.
- Productive and efficient.
- Adherence to customer standard operating procedures.
- Professional demeanor under stress.
- Appropriate dress for Customer environment.
- Good standards of grooming and personal hygiene.
Experience: 5 – 7 years of experience working in a similar environment as described above.
Education and Qualification: Education to the mandatory level in the relevant country.
Training and Certifications:
- CompTIA A+, MCP/MCSE are desirable certifications.
- OEM Certification desirable.
- Knowledge of ITIL and experience working within an ITIL environment would be beneficial.
Language Skills:
- Fluency in the local language as per the geographical and cultural requirements.
- English speaking to a good standard for communication with TCS.
Job Type: Full-time
Pay: $3,500.00 per month
Schedule:
Experience:
- Desktop support: 5 years (Required)
Ability to Relocate:
- Chicago, IL: Relocate before starting work (Required)
Work Location: In person