Infoways
Trenton, NJ
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Job Description :
  • Local and Remote support of end user devices including, but not limited to: troubleshooting, repair, maintenance, upgrade recommendations / installations, configuration/setup, incident analysis and resolution, basic connectivity support (wired and wireless), PDA and Smartphone support, printer (MFD) support and peripheral management.
  • Performing end user device imaging, deployment, installation and collection; along with the moving of any equipment from one location to another, while adhering to customer standards.
  • Performing end user software installation, configuration, procurement, support, and troubleshooting on end user devices.
  • Taking end to end ownership of assigned end user Incidents and Requests, while categorizing, tracking, prioritizing and providing up-to-date status and information to them while utilizing ITSM ticketing tools such as Service Now, Remedy, HP Service Manager, or Peregrine Service.
  • As onsite ‘Smart Hands’ support, will be asked to perform training and orientation on use of Hardware and Software, along with coordination of onsite tasks from other off-site technical teams. Will also need to support VIP level end users, as needed.
  • Assisting with Hardware/Software asset inventory Management, including hardware disposals.
  • Support In-country/site PBX networks and PSTN interfaces.
  • Assisting with special projects.
  • Performing other duties as assigned.

Desired Skills and Experience

 

Core competencies, knowledge and experience:

  • At least 3 years hands on experience in Field Support Services.
  • Strong customer service skills
  • Strong written and verbal communication skills
  • Must be detail oriented and self-motivating
  • Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
  • Clients: Windows 10, Windows7, Windows XP, IOS
  • Servers: Windows 2003, Windows 2008, Windows 2013
  • Dell OEM Certified Technician for ordering parts through OEM and parts replacement  
  • Strong Microsoft Office skills (Outlook, Word, and Excel)
  • Strong Microsoft operating System installation and troubleshooting skills
  • Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers
  • Basic knowledge to support Mac and iOS devices
  • Knowledge to support Multifunctional Devices, Smartphones, PDA’s, iPhone’s, iPad’s & BYOD
  • Experience in IT related services with basic understanding of Networks, Intel Servers and Telecoms
  • Ability to successfully pass a background security check
  • Experience including remote control of PCs and video conferencing knowledge
  • Rotational On-call for executive support

 

Business & Behavioural Skills

·         Strong interpersonal skills and ability to translate IT technical language into everyday terms which users can understand, specifically non-technical senior management

·         Ability to interact with customers to ensure that the service is flexible, efficient and responsive

·         To work through issues analytically to a successful conclusion

·         Demonstrable results in a business customer facing role, with a track record of delivering services to defined service levels.

·         Experience of working with multi-discipline teams in distributed locations.

·         Experience of working in an Operational environment alongside other technical and operational teams, ensuring that all parties collaborate effectively to deliver services.

·         Use of ITIL service management framework to deliver best practice

·         Proven ability to deliver improvements that deliver greater value to the customer and business through more efficient delivery and/or lower costs.

·         Self-motivated. Ability to learn new technologies on own.

·         Strong technical aptitude and ability to research and solve complex issues independently

·         Ability to work as part of a team.

·         Ability to participate and contribute during crisis times, assist team members/leads, as needed.

·         Show adaptability and flexibility in work to suit business requirements. Be flexible with respect to work requirements and timings of shifts based on business requirements.

·         Demonstrate ownership and responsibility in all assignments

·         Build and nurture positive working relationship with customers with the intention to exceed their Expectations.

 

Physical demands:

·         Must be able to frequently remain in a stationary/sitting position.

·         The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.

·         Frequently moves/lifts computer equipment weighing up to 50 pounds.

·         Able to manipulate small hand tools.

 

Work environment:

·         Generally works in an office or warehouse environment but may occasionally be required to perform job duties outside of the typical office setting.