Job Title: DSS Engineer L3 / Mac Support Location: Atlanta GA ,30346
12+ Months Need recent experience in Ticketing , MAC OS, IPAD , Windows and Android devices General Description /Responsibilities :- - Deskside support experience in supporting Enterprise Users
- Reports to Deskside support lead
- Good Customer Handling Skills and act as Single Point of Contact
- ITIL Processes awareness and adhering to
- Reporting to the Service Success Manager / Delivery Manager
- Handling tickets / requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems
- Troubleshooting technical issues
- Ensuring that the processes are adhered to
- Building and configuring PCs and laptops as well as loading software, Setup applications like outlook, Wi-Fi, VPN and Backup
- Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.
- Tracking work tickets on ITIL based ticketing system like Service Now & Remedy
- Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.
- Performs repairs on computers, laptops, printers and any other authorized peripheral equipment
- Improves and maintains customer and employee satisfaction
- Performing asset inventory activities as needed
- Create documentation for process and procedures
- Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives
- Providing frontline customer support at the Genius Bar, including hardware and software troubleshooting and diagnosis.
Technical Requirements /Required Skills / Qualifications: • Minimum 4yrs hands on experience as deskside/Onsite support/local IT engineer
• Strong Microsoft Operating System installation(Win 10/11, MAC) and troubleshooting skills
• Strong Experience in Providing Hands & feet Support for Meeting Room VC Devices, Network and Datacenter Equipments/Devices
• Strong experience in troubleshooting MS office (Outlook, Word, Excel, Powerpoint etc)
• Strong desktop support knowledge including hardware, software, and networking concepts
• Strong skills in Desktops, Workstations, Notebooks and Printers and Handhelds
• Good knowledge of MAC OS, IPAD and Android devices
• Knowledge in windows Image build process and SCCM deployments.
• Basic understanding of Audio/Video equipment and conference room setup
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools tool.Escalations
• Troubleshoot and assist end users with mobile device setup, activations and performance issues.
• Handheld – Blackberry, Android & IOS support knowledge
• Strong Customer service skills
• Strong written and verbal communication skills