Deskside support professional providing direct customer support to resolve technical issues. Provides feedback and support to team members and other IT staff to collaboratively work towards timely problem resolution. Gather information and problem-solving data for the benefit of the team.
Required Skills / Knowledge
Candidates should possess 5+ years of experience in a technical deskside support role
? Previous experience working within a technology support organization within a business environment
? Technical expertise in Microsoft Exchange
o Exchange setup in Outlook
o Exchange setup in Mobile Devices
o Advanced Outlook Client sharing management
o Manage MS Outlook profile
o Troubleshoot MS Exchange
o OWA Access
? Effective analytical and problem-solving skills
? Highly proficient in handling computer boot issues, formatting computers and handling virus / malware problems
? Proficient in Microsoft Office Suite applications
? Strong customer service focus; is always seen by customers as professional and helpful.
? Strong written and verbal communication skills with the ability to clearly and concisely document calls and resolutions
? Possesses knowledge of desktop hardware and software and able to address issues by following established procedures.
? Possesses expertise in desktop hardware and software and the ability to resolve customer issues.
? Courteous and tactful always with customers and IT colleagues.
? Effectively probes customers to determine the actual nature, or underlying cause, of a user problem.
? Position requires a strong orientation towards customer service.
? Comfortable in a continual dialogue with customers that may be vague, confusing, and/or stressful at times.
? Diffuses problem situations effectively
? Ability to grow within the organization
? Hours of Work: Monday to Friday: Business Hours
? Provide technical and "how-to? business support to Client's custom online applications
? Provide technical support & troubleshooting for Client's required Full Disk Encryption solution and for local Agent PC software installation. Including Bitlocker support
? Provide technical support for diverse computer configurations for a "Bring Your Own Device? (BYOD) support audience of agents (e.g. Lenovo, Client, Toshiba, Dell, ASUS, Microsoft, Apple MAC)
? Provide technical support for various multiple mobile device types (e.g. Apple iPhone & iPad, Samsung, HTC Droid Smartphone's & tablets, Blackberry)
? Provide technical Support in wired & wireless internet connectivity using Internet Browsers
? Provide ad hoc training for Client's Agency Portal Applications to agent offices upon request (e.g. Sales Central, Viewers, Outlook)
? Technical expertise in working with Windows 7, 8, 10, MS Office, Alternate E-Mail Clients
? Technical expertise for windows peer-to-peer networking including configuration of TCP/IP shares
? Spyware and Virus problem resolution & troubleshooting skills
? Information gathering and statistical analysis
? Excellent problem determination skills and ability to identify key issues/relationships
? Ability to develop and institute problem resolutions as needed
? Ability to work with Help Desk to ensure timely problem resolution
? Ability to be a decision maker, review problems and escalate accordingly to the Help Desk
? Positive customer service attitude
? High level of maturity and sense of responsibility and urgency
? Must be able to work independently and with the Agent Help Desk for support
? Provide efficient, effective & courteous customer support to Client's agents via phone, In Person & remote access
? Ability to analyze call/problem trending and report results to the Agent Help Desk
? Effect process change and manage team procedural communication content in a clear manner
Education / Training
? Bachelor's degree and/or equivalent work experience
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