Deskside Technician

Responsibilities

• Provide support that consistently meets or exceeds customer expectations;
• Identify, analyze, and repair product failures. Order and replace parts as needed;
• Support and maintain user account information including rights, security and systems groups;
• Receive and resolve issues from Tiers 2 and 3 if eyes & hands are necessary to solve a hardware or software issue at location/onsite - in cooperation with the resolver group who transferred the issue, if necessary;
• Provide troubleshooting and problem resolution support for all managed devices;
• Coordinate with third-party vendors to resolve hardware and software problems, as required;
• Receive and resolve hardware or software related issues from Tiers 2 and 3 when break-fix is necessary to solve an issue at location/onsite;
• Interface with hardware and software vendors for planning and problem resolution;
• Interface with manufacturers and third-party vendors for technical assistance;
• Execute the installation of PCs, peripherals and LAN-based equipment;
• Move workstations, peripherals and telecommunications equipment, as required;
• Order, receive and provide all required equipment, materials and third party vendor services to implement IMAC's,;
• Install and set up equipment, cables, outlets and all other hardware required for implementing IMAC's,
• Test completed IMAC's and verify acceptance by end user,
• Document changes to inventory use and configuration,
• AV and Conference support with software such as MTR or Cisco rooms.

• Operational ICT procedures and processes regarding the delivery of contracted services;
• ICT Technical Infrastructure and business needs and practices related to the use of ICT resources and services;
• You are familiar with the System Management tools like Service Now for ticket handling;
• You are a team player who fosters teamwork in a global, multicultural, and virtual context (cultural sensitivity);
• You have approximately 2-3 years of experience in the domain;
• You have strong ability to address business challenges and opportunities with customer focus;
• You have analytical thinking skills and creative approach to problem solving;
• You have excellent communication skills;
• You are a good team member and collaborator;
• Fluent in local language.