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Desktop Support Tire 2

Company: eTeam, Inc.
Location: Cary
Posted on: April 2, 2024

Job Description:

General Description:

As a member of end user support team, FS Onsite Service Engineers are primarily focused on customer experience to ensure all interactions result in a positive outcome-based service.

Deliver a service that exceeds customer expectations. Listen and understand the issue at hand. Communicate with customers, colleagues and management using positive and clear concise language. Ensure all commitments are agreed and adhered to with appointments and regular updates provided. Deliver an excellent customer experience through strong understanding of the client site, environment, technology and culture. As the main interface to the customer, the roles require ownership, leadership and liaison with key contacts in other resolver groups to ensure action is taken to resolve any issues.

Performs timely resolution of workstations, mobile hardware and software problems within SLAs through effective use of experience, knowledge and technical resources. Self-motivated and able to act with limited support and supervision.

Follows all support processes and use of IT systems when required and document all actions and activities performed. Conforms to key IT processes such as change control and asset management. Flexible for travelling to other sites for support on demand.

Ability to coach and monitor/support team of technicians and driving service improvement strategies in co-ordination with other support teams and Client stakeholders.

Minimum experience: 6 - 8 years of technical experience in Desktop and Technical Support/ IT Service Delivery.

Desired Qualifications: BS/BA in Computer Science, Information Technology, or an equivalent combination of education or experience.

A Technical Certification (Microsoft/Client/Dell), ITIL Certification, CompTIA A+, Microsoft Certified Professional (ClientP) or better would be an added advantage on this role.


Provide customer facing end-user support that includes:

Break-fix support for Laptop, desktop, tablets and associated hardware peripherals

IMAC support including large scale/bulk office moves/re-stack activities (all moves)

Support for Operating System, base load software, MS Office suite and other business application

Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs

Access related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries

Support for the Mobility devices (Android/iOS/iPhone/iPads)

VIP and home-based office user support

Imaging/Re-imaging end user systems on approved tickets

Supporting End User Device Lifecycle Management as per Client policies and procedures

Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)

Perform managed print service invoicing/meter read/polling report verification

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.

Manage device information from the point of acquisition through retirement and disposal. Provide operational oversight to ensure the proper maintenance of asset information, utilization of devices, replacement/refresh according to customer lifecycle, asset health and operational quality. Perform audits of hardware assets according to standard operating procedures.

Maintain asset management tools that support automatic discovery (such as SCCM), facilitate effective deployment, re-use of assets, and provide a common view of information.

Perform required disposal process prior to asset disposal as per customer policy. Including transfer of ownership signatures at transfer.

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 emergency response activities in the event of emergency situations at local sites.

Provide On-call support if required outside business hours on a rotational basis

Provide technical orientation and training for new Client employees on existing systems and software

Must be able to manually lift up to thirty (30) pounds when moving and repositioning personal computers and ancillary equipment.

Provide accurate and timely logging of customer incidents and tasks to meet agreed upon service levels.

Provide weekly reports as requested by Customer

Implement best practices in the stores to resolve issues

Maintain appropriate equipment sparing requirements and spares inventory levels to meet SLRs for the Desk Side Technical Support Services

Participate in team projects as requested.

Support End-User data backup, storage and recovery Services for all End-Users

Coordinate with End-User or other site staff to schedule on-site technical support visit in response to an Incident or IT Service Request, including security remediation services.

Provide Smart Hands and Eyes Support - for servers, network and security devices in site locations, as per Client policies and procedures.

Provide basic AV and conference room setup service, troubleshooting and meeting support during business hours and as requested. Provide local support to ensure the successful broadcast of TV events or virtual meetings

Coordinate meeting / event management. Support includes but is not limited to participating in videoconference set up periods to ensure successful connection and customer support, setting up / connecting conferencing hardware (e.g. - laptops, projectors) to support the effective use of conference technologies. Organize appropriate local resources (e.g. - Facilities, BIT) to ensure successful delivery of event expectations.

Manage and inventory LAN patch cables and escalate to customer at sites when inventory levels need to be replenished. Coordinate port activations and deactivations.

Provide concierge services as required by local staffing, including:

Providing friendly and professional meet and greet and managing customer interaction during their entire experience at the ITSC

Setting customer expectation ahead of possible allocation of case to ITSC agent if required

Supporting customers on issues with Peripherals, and BYOD devices

Provide information on IT/Client products and services

Windows operating system Support (including but not limited to Windows 7, Windows 10 and Mac)

Software installation/troubleshooting

Mobile Device Management and Mobile Application Management

Support for Wireless connectivity, resolving performance issues, providing device connectivity and value add consultation for short how to questions.

Provide refresh support per customer established refresh schedule and as indicated by proactive management tools for supported End User Digital Asset volumes until End User Digital Asset are direct shipped to the end user.

Support device life cycle activities, per established procedure, by securely storing any devices which contain data and by wiping user data from returned devices once user confirmation has been received.

Keywords: eTeam, Inc., Cary , Desktop Support Tire 2, Other , Cary, North Carolina

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