Technical Support Specialist
Morristown, NJ

Job Description

Project Description About the Project

Desktop support tech L2/L3

Our team

3 team members, supporting remotely as well as at user's desks

Technologies used

Microsoft office, iPhones, iPads, Windows laptops

Opportunities for you

Great opportunity with big Pharma company

Responsibilities

a. Support Best Start

b. Day to Day Refresh/escalations

c. Break Fixes

d. GDDB data reports

2. Service Desk Escalations

a. HP/WIN10 Refresh USEH Campus

b. HP/WIN10 Support for USEH Campus

c. Supporting DSS

d. "VVIP" Escalations

3. Best Start Support

a. Managing equipment in and out for build center to Best start

b. Escalation issues

c. HR/GDDB Issues

d. Account Transfers

4. Back Fill

5. One Drive Migrations/transfers

a. Contacting clients

b. Schedule the automated migration

c. Scheduling account moves

d. Hard ware builds

e. Trouble shooting and follow ups

6. Head Quarters

a. Emergency escalations through Managers

b. Coordinating special projects provided by HQ Managers

c. VPN troubleshooting

d. Interface between Wipro build center and your teams

e. Hardware recoveries and deployments for high priority clients

f. Supporting VIP techs with One Drive migration and other issue's

g. Defusing situations between client and SSD tech

i. Supporting Washington DC clients with escalations and trouble shooting

Projects:

1. Refresh Project

a. Manage USWS Refresh Projects: 12-15 clients

b. Scheduling

c. Build and Deployed HP Machines

d. Recovered old assets

e. WIN10 configuration and Training for Clients

2. Remote Refresh

a. Manage Remote Refresh Projects: 10-12 clients

b. Build and Deployed HP Machines

c. Scheduling

d. Recovered old assets

e. WIN10 configuration and Training for Clients

3. On Site Department Refreshes

a. Special case clients- Clients base on Departments

b. Build and Deployed HP Machines

c. Scheduling

d. Recovered old assets

e. WIN10 configuration and Training for Clients

a. Provided basic Knowledge on Refresh status,

b. Educate the clients on the Hardware changes

c. Educate the clients on WIN10 Changes

5. Windows 10/HP Training Classes

a. Provided basic Knowledge on Refresh status,

b. Educate the clients on the Hardware changes

c. Educate the clients on WIN10 Changes

Field Force

a. IPads Setup

b. IPads Training

c. IPads Deployment

d. Application Training/configuration

e. Traveling to Second Best Start Training

f. Account Domain management

2. Conference

a. Supporting Conference Events

b. Scheduling Refreshes if necessary and compliant

c. Application/Hardware trouble shooting

d. Traveling to off sites

e. Managing team off-site

f. Handing Assets and Equipment shipping to/from site

g. WIN10/HP showcase

h. Emergency escalations

i. Providing a "White glove experience" to clients

3. One Drive for Business

a. Testing One Drive Migration

b. Trouble shooting Issues

c. Providing feed back

d. Scheduling Migrations with clients

Skills

Must Customer facing skills

Technical knowledge

Comfortable speaking with users

Languages

* English: Native

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