Responsible for resolving Tier 1 and Tier 2 issues such as end user support (300+user base) via phone (30 calls / day) and email , remote desktop assistance, resolving trouble tickets (25-30 / day) email configuration, anti-virus support and troubleshooting devices such as desktops, laptops and tablets.
Installing and configuring computer hardware, software, systems, networks, printers and scanners
Serve as first point of contact for clients seeking technical assistance over the phone or via our ticketing system.
Resolved issues by researching documentation; troubleshooting hardware, software, guiding client through corrective steps, escalating problems to second level, tracking status of tickets and resolutions.
Ability to create and update technical and end user documentation
Monitoring and maintaining computer systems and networks
Responding in a timely manner to service issues and requests
Setting up accounts for new users
Repairing and replacing equipment as necessary
Provides second-tier support to users' applications or hardware issues.
Interacts with network services, software systems engineering, and / or applications development to restore service and / or identify and correct core problem.
Tier 1-2 technical support services to internal and external stakeholders, analyze problems and escalate issues when necessary.
Triage support issues - resolve directly or coordinate resolution with other members of the technology team.
Track and communicate progress on issues being resolved.
Update and coordinate the internal help desk knowledge base and FAQ.
Produce monthly reports on help desk statistics.
Meet service level expectations in response time and quality of service.
Installation of computer hardware and software on the client workstations.
Identify, propose, and implement opportunities for support process improvements.
Product research and recommendation for computer hardware and software.
Document and developing support materials including walk-throughs.
Train non-technical employees in the use of technology.
NOTE : This opportunity is with a Microserve client. If you are chosen as the incumbent for this engagement, you will be required to work on client site.