Job Information
Support Services Group End-User Support Technician in Santiago, Dominican Republic
This role is responsible for taking initial technical support calls, email, or ticket inquiries and troubleshooting and managing relatively simple hardware, software or network problems, recognizing and escalating more difficult problems. Members of this team should be able to triage, consult and effectively resolve most user support issues.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.
• User account management.
• Troubleshoots and supports all network laptops/computers.
• Understanding of IT principles and ability to communicates technical concepts effectively to a varied audience.
• Assists in the set-up, maintenance and repair of PC hardware & this will include distribution of equipment.
• Use ticketing system to answer all issues in a timely fashion based on department SLA's, and other methods of communication to insure proper resolution.
• Walk users through problem-solving processes and consult on workflow best practices for remote employees.
• Knowledge Base content creation and cultivation, special projects, customer communications, product and tooling integration and validation, etc.
• Infrequent/occasional travel may be required for initial training and/or site builds and has reliable transportation.
• Work closely with procurement specialists to ensure line of site on all equipment on hand for accurate sourcing of additional equipment.
• Coordinate shipping and receiving of equipment on a schedule that supports all onboarding and offboarding activities for remote employees.
• Monitor and manage equipment inventory and control systems.
• Working with partners at multiple sites to keep track and organized storage and retrieval of devices to allow for accurate inventory.
QUALIFICATIONS:
• Strong organization and planning skills
• Strong Communication, and interpersonal skills
• Intermediate to advanced technical and functional skills
• Adaptability and stress tolerance
• Experience in a customer support role
• Experience with help desk tools
• Technology troubleshooting experience
• Experience in all Microsoft Office tools
• Experience working remotely and/or with distributed teams is a plus
Experience Required
• 1-3 years of experience in providing customer service
• 1-3 years' experience in computer based environment