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On-site Deskside Support
3 months ago
Responsibilities:-
- Desk-side support specialist.
- Effectively manage individual Incidents and Requests queue.
- Successfully build, Image and/or wipe devices for new starters, replacements, pool stock and Disposals.
- Support on Escalations from Service Desk (2nd Line).
- Provides Support for Enterprise Applications ( o365 , ServiceNow, Line-of Business Apps).
- Ensure client specific Service Level Agreements are met and incident and request tickets are updated accordingly within the ticketing system.
- Provides Hardware Support on Various Operating Systems (Windows, MAC OS, IOS, Android, Linux).
- Possesses other, high skilled, specialised technical skills gained through experience.
- Understand and follow Asset Management best practices.
- Provides Software Support on Various Operating Systems (Windows, MAC OS, IOS, Android, Linux).
- Performs installs, moves, adds and changes, as required.
- Tests and certifies client hardware including PCs and Phones.
- Provides follow-up on problems or escalations.
- Maintains a high degree of professionalism in actions, demeanour and dress code.
- Ensures customer satisfaction throughout the service delivery transaction.
- Perform IMAC functions and exposure to project management.
- May have project management responsibilities for smaller projects.
- May function as team or site leader providing direction to other technicians.
- Excellent analytical and problem-solving skills to correctly diagnose and fix problems.
- Active directory/exchange server and operating systems knowledge.
- Strong interpersonal and communication skills and ability to work with cross-functional teams, customers, and external vendors.
- Specific manufacturer certification as required, i.e., Dell, Microsoft, Apple, COMPTIA certifications - must have current product training.
- Understanding of MSP service delivery requirements.
- Advanced degree of knowledge of hardware and software including Microsoft/Linux/IOS/Android operating systems and advanced troubleshooting capabilities on software and hardware problems.
- Using mechanical capability and an understanding of ESD procedures.
- Any JAMF certification advantageous.
- Modern Workplace (MD-100 / MD-101) certification advantageous.
- Client and/or governmental clearance may be required Microsoft Server Certified Professional Certification and/or CCNA Certification is an added advantage.
