Salary
Competitive compensation package with opportunities for growth and advancement.
Salary information is based on industry standards and can be adjusted according to experience and qualifications.
The salary range for this position typically falls within the mid-to-upper range of the market average. However, it may vary depending on factors such as location, qualifications, and performance.
A bonus structure may also be included in the total remuneration package, contingent upon individual and company performance.
Benefits
Job Description
We are seeking a highly skilled Desktop Support Technician to join our team. As a key member of our support staff, you will be responsible for providing technical assistance to end-users, troubleshooting issues, and resolving problems in a timely and efficient manner.
Key Responsibilities:
* Install and configure desktops, laptops, mobile devices, and associated peripherals and related software.
* Perform break/fix, desk-side support, IMACDs, data migration, refreshes, etc.
* Perform onsite updates, configuration changes, or software installations.
* Provide onsite technical assistance to end-users.
* Identify potential issues that could adversely impact end-user experience and follow through on action steps to prevent.
* Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
* Coordinate with vendors for provision of end-user support (e.g., hardware vendor technicians for warranty repair/replacement)
* Perform end-user support-related security and controls and compliance-related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
* Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
* Provide IT support for on-site or off-site events and meetings, including site setup, coordination with venue IT/AV contacts, and stand-by support.
* Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
* Provide on-call support if required outside business hours on a rotational basis.
* Provide hand-and-feet support for network data and voice devices.
FoF Telecom task:
* Installation of IP, wireless, analog, and digital phones (Avaya, Nortel, Cisco, Siemens, Mitel, etc.).
* Configuration of phones using SOP and phone movement.
* Update the inventory of phones, peripherals, and system cards (like TDM, digital, and CPU cards, etc.) to the network voice team.
* Testing the cables using the tester for IP phones and TDM phones from patch panel to user's desk.
* Punching the cable for different types of panels like patch panel or IDF or MDF for krone with krone tool and punching tool.
* Update the circuit inventory and vendor details for service provider to the network voice team.
* Coordination with local vendors for ISP, OEM, channel supplier, and different teams.
Required Skills and Qualifications
Desired Qualifications:
* BS/BA in Computer Science, Information Systems, or an equivalent combination of education or experience.
Experience:
* Experience with various desktop systems, operating systems, and diverse technical environments.
* Excellent customer service orientation and verbal communication skills.
* Experience supporting Windows Operating Systems, MS Office, VPN, local and network printing, notebooks, and mobile devices.
* Ability to install software for and troubleshoot a wide range of applications.
* Analytical thinking and problem-solving ability.
* CompTIA A+ certification or equivalent certification.
* Flexible for traveling to remote sites or clusters.
* Provide assistance for network-related issues.
* Should be able to lift weight up to 30 lbs at waist level.
Working Conditions
This role requires regular travel to remote sites or clusters. The ideal candidate should be flexible and willing to adapt to changing work requirements. Additionally, candidates must be physically able to lift weights up to 30 lbs at waist level and perform other duties as assigned.