Dss
6 months ago
**Job Description**:
- No of positions: 2
- Mode of employment: TP
- Rates: £150-£180/day with margin
- Location: Belfast-UK
- **Few things to consider**:
**Site Service Specialist Job Description**
**JOB SUMMARY**
**Essential Duties and Responsibilities**
Researches, resolves and responds to complex questions received via telephone calls or escalations, and provides support on services in accordance with current standards. Follows up with user to ensure problem is resolved satisfactorily.
Acquires and maintains knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.
Develops and provides technical coaching and mentoring to other desktop services staff and company associates.
May act as product liaison for major products, working with other areas of IT, other departments and third-party vendors to solve technical issues as needed.
Installs new or upgraded hardware/software as assigned via service requests. Coordinates installation with the user and follows up to insure customer satisfaction.
Must be able to manually lift up to thirty (30) pounds when moving and repositioning personal computers and ancillary equipment.
Provide accurate and timely logging of customer incidents and tasks to meet agreed upon service levels.
Demonstrate initiative and act independently to resolve problems.
Participate as a member of the rotating IT on-call team that provides 24 hour support to internal customers. Not all sites require on-call participation.
Participate in team projects as requested.
Management of onsite AV Technical Management, including configuration & installation of AV devices
Perform routine testing and problem diagnosis for projectors, microphones, speakers, amplifiers & LCD/Plasma Displays
Perform preventative maintenance to resolve problem or identify resolution to appropriate vendor or manufacturer
Coordinate with AV equipment OEMs for resolution/workarounds, when required
Assist with company meetings/functions that require use of AV infrastructure (audio, video conferencing, webcasting, visual display or projection, and control system (AMX, Crestron) operations
Interact with client Customer Help Desk ticketing system to respond to end user requests
Coordinates with client staff to determine AV basic infrastructure requirements for any new conference room or media design
Setup and breakdown of all onsite meetings
Daily system testing to ensure equipment and room functionality
Responsible for escalating all next level break fix issues to their manager for resolution
Perform remote testing for local and regional offices
Ensure all AVS spaces are presentable for use
Polycom AV equipment management and configuration
Videoconferencing experience including operation, call set-up and equipment
Establishing and testing of individual and group VC sessions, i.e. meeting support, including consultation of users on best possible connection type
**Skills and Abilities**
Customer focused - Customer is #1 Attitude
Personal accountability for results
Detail oriented
Strong analytical and troubleshooting skills
High integrity
Minimum of 2 years’ technical experience in providing Deskside Support
PC hardware repair (Dell/HP), Windows system support, OS X Support
Software installation/troubleshooting
Performing Tech Refresh
Mobile device support (iOS/iPhone/iPads) - excluding warranty hardware repair
Networking
Asset tracking - Weekly tracking of New/Deployed Asset, Lost/Stolen Asset
Stock room management
Basic support inVideo conferencing equipment
Experience in Mobile Device Management and Mobile Application Management. ( iPhone and Android )
Hands on Experience in server side maintenance like upgrading and patching activities.
Experience in working on Intune and Blackberry UEM.
Basic Knowledge of Network & Telephony Support
**Education / Expertise**
Technical degree with 2 years of technical experience; or high school diploma/GED with 3 years of technical experience.
Minimal 1 years of experience in hardware, software and networking implementation and troubleshooting in a Helpdesk or Deskside Support environment.
Must possess established customer service skills through 2 years of professional customer service experience.
Technical Certification in the similar field will be an added advantage
Ability to manage multiple priorities and follow through on projects to completion.
Ability to work with customers and achieve successful outcomes in handling difficult situations.
Capability to work effectively as a team member, as well as independently on multiple projects.
**Skills**:
Customer Satisfaction, Blackberry, Customer Focused, Networking, Customer Service Skill, Software Installation, Accountability, Customer Service, Scala, Customer Focus, Mentoring, Ms Access, Android, Sql Server, Sql, Strong Analytical
About Company
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