Job Description :: As an Onsite Support Technician with minimum of 3 to 6 years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities:
Provide customer facing end-user support that includes:
- Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
- Perform Break Fix, Desk Side Support, IMACD's, Data Migration, Refreshes, etc.
- Perform onsite updates, Configuration changes, or Software installations.
- Provide onsite technical assistance to End Users.
- Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.
- Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
- Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
- Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
- Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
- Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
- Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
- Provide On-call support if required outside business hours on a rotational basis
- Provide Hand and Feet support for network data and voice devices