Exp: 2+ years
Base Skill Set :
A+ Certification or equivalent experience
Good working knowledge of Active Directory
2+ years' experience providing technical support in a fast paced and constantly changingenvironment up to executive management level.
Excellent customer service and communicationskills including providing VIP support
Experience supporting large Windows-basedenvironments to desktop level with emphasis on Win 7 OS / office 2010 as well as Win 8 andO365
Advanced knowledge of Microsoft Office suite of applications
Support of End User for video conferencing units. Support of mobile devices
Duties & Responsibilities:
Provide support on Client Windows platform, for desktop/end user technologies, collaboration tools, and mobile technologies and printing, this includes the laptop/mobile devices all, video conferencing, network/remote access this positionworks collaboratively with the Service Desk for end user break/fix and other support functions. Duties shall include, but not be limited to:
Diagnosing and troubleshooting desktop system,printer and operating problems
Consulting and instructing users on hardware andsoftware questions/issues
Collaborate with other IT Services Data Centerand Network Infrastructure teams
Install, maintain and upgrade equipment and itsassociated infrastructure
Runs diagnostic tests to isolate system problemsas well as proactive activities
Operating Systems Windows, OS-X
MS Office (Windows and knowledge of Mac)software
Experience with Remote Support technologiessuch as Remote Desktop (Microsoft), Apple Remote Desktop, VNC
Hands on experience removing viruses and spyware using various tools (Windows) Identifies, researches, and resolves technical problems including forming an RCA Responds to telephone calls, email, service tickets, and dispatched requests for technical support
Documents, tracks and monitors the problem to ensure a timely resolution within an effected SLA window
Base Requirements
Excellent written and verbal communication and customer service skills with proven ability towork in fast paced environments
Commercial experience in an IT support technician role that includes 2 years of technical support experience in a hybrid Windows and MAC environment
Experience in working with a helpdesk operation,to include Windows and Mac clients
2 years' Experience with mobile applications/products including: iPhone, iPad, and Android Platforms Expertise in iPad / iPhone
Self-starter that is able to collaborate actively withothers in a cross-functional team
Proven attention to detail and high standards for quality
Excellent organizational/administrative/technicalskills with agility to re-prioritize as necessary
Skilled in documenting written troubleshootingsteps and instructions
Business professional attire
