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Deskside Support/site Service Specialist
vor 4 Monaten
**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. Need to have car and flexibility to cover other sites near the base location.
- Should be German speaker
- 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
- Stock room management
- Basic support in Video 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.
**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.
- German speaker
- 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.
Arbeitszeiten:
- 8-Stunden-Schicht
Vertragsart:
- Festanstellung
