DeRisk IT outsourcing services, includes connectivity services, software as a service and cloud-enabled outsourcing. We also help our clients to develop the right sourcing strategies and vision, select the right IT OEM & third-party service providers, structure the best possible contracts, and govern deals for sustainable win-win relationships with external ...
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2 years plus experience providing technical support in a fast-paced and constantly changing environment up to the executive management level.
Excellent customer service and communication skills including providing VIP support
Experience supporting large Windows-based environments to desktop level with emphasis on Win 7 OS/office 2010 as well as Win 8 and O365
Advanced knowledge of Microsoft Office suite of applications
Support of End Users for video conferencing units.
Support of mobile devices
Duties & Responsibilities:
Provide support on the Client Windows platform, for desktop/end-user technologies, collaboration tools, and mobile technologies and printing, this includes laptop/mobile devices, video conferencing, and network/remote access this position works collaboratively with the Service Desk for end-user break/fix and other support functions.
Duties shall include, but not be limited to:
Diagnosing and troubleshooting desktop system, printer, and operating problems
Consulting and instructing users on hardware and software questions/issues
Collaborate with other IT Services Data Center and Network Infrastructure teams
Install, maintain, and upgrade equipment and its associated infrastructure
Runs diagnostic tests to isolate system problems as well as proactive activities
Operating Systems Windows, OS-X
MS Office (Windows and knowledge of Mac) software
Experience with Remote Support technologies such as Remote Desktop (Microsoft), Apple Remote Desktop, VNC
Hands-on experience removing viruses and spyware using various tools (Windows)
Identifies, researches, and resolves technical problems including forming an RCA
Responds to telephone calls, emails, service tickets, and dispatched requests for technical support
Documents, tracks, and monitors the problem to ensure a timely resolution within an affected SLA window
Requirements
Excellent written and verbal communication and customer service skills with proven ability to work in fast-paced environments
Commercial experience in an IT support technician role that includes 2 years of technical support experience in a hybrid Windows and MAC environment
Experience in working with a helpdesk operation, including Windows and Mac clients
2 years Experience with mobile applications/products including iPhone, iPad, and Android Platforms Expertise in iPad / iPhone
Self-starter that can collaborate actively with others in a cross-functional team
Proven attention to detail and high standards for quality
Excellent organizational/administrative/technical skills with agility to re-prioritize as necessary
Skilled in documenting written troubleshooting steps and instructions
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