Ensure the correct IT support to the business.Responsibilities
Diagnose and resolve hardware and software issues involving network connectivity, email clients, teleconference systems, printers and more.Monitor tickets to ensure SLA response and resolutionReceive incoming calls, handle walk-in guests, troubleshoot as neededConsult with third-party support and PC equipment vendors to resolve out of scope issuesProvide first and second level support for desktops, laptops, and mobile devicesTroubleshoot network connectivity issues including off site LAN and wireless access to office networkProvide telephone and email support for clients via step-by-step instructions, or using remote access softwareAssist employees with VPN dial up and wireless connections when working remote to allow them access to the networkProvide critical support in troubleshooting and maintaining all system applications and hardware resourcesAssist customers in resolving basic technical problems by providing guidance regarding software and hardware problemsMaintain/fix PCs configuration to be compliance with to Company's IT policies
Technical Skills, Qualifications and Professional Experience
Strong understanding of operating systems, software, and devicesProviding remote technical support via internet or phoneKnowledge of ticketing systemsMaintaining operating systems by repairing hardware and configuring software
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