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Über
You will also aid L1 technicians and work ticket escalations.
If you’re computer-savvy and enjoy supporting end users, we’d like to meet you. To succeed in this role, you should have a problem-solving attitude along with the ability to give clear technical instructions. You should also be familiar with remote troubleshooting techniques.
Ultimately, you will ensure prompt and accurate customer service and increase client satisfaction.
Duties and Responsibilities
Address/Manage user tickets regarding hardware, software and networking based on priority
Installing applications and computer peripherals for customers
Ask targeted questions to diagnose problems
Guide users with simple, step-by-step instructions
Conduct remote troubleshooting as needed
Test alternative pathways until you resolve an issue
Customize desktop applications to meet user needs
Record technical issues and solutions in logs
Manage multi-client hardware inventory
Direct unresolved issues to Senior Engineers
Image devices (Desktops, Laptops, Tablets)
Follow up with clients to ensure their systems are functional
Report customer feedback and potential product requests
Help create technical documentation and manuals
Skills,
Requirements
and Qualifications
Experience -
Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role working with Windows/Linux/Mac OS environments. Intune and MDM experience preferred
IT computer networking
– Technicians oversee running servers, switches, routers, monitors, and computer networking
Troubleshooting skills
– Performing tests to identify and fix errors in computer networks including LAN and WAN is a key component of their work
Physical Requirements
– Stay on their feet, and regularly crawl, crouch, kneel, lift, and move up to 40lbs over short distances
Specific Technical Skills
– Knowledge of network security practices and anti-virus programs, office automation products and computer peripherals, like printers and scanners. Knowledge of imaging computers
Communication skills
– Being able to explain complicated technical process in a simple way to non-technical staff is a requirement for successful technicians
Attitude –
Customer oriented attitude
Education/Certificates
– BS in Information Technology or equivalent experience, CompTIA A+ and Network + or equivalent experience
Sprachkenntnisse
- English
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