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Technical Support Engineer. Dispatch
hace 3 meses
- Own the Alight solutions user issue to resolution
- Provides production support including accurate problem identification, ticket documentation and client/vendor dialogue.
- Delivers engagement and process documentation and drives compliance with structured delivery process.
- Providing a desktop support function to the client
- PC / Workstation builds
- Basic network patch Cabling and related activities
- Incident Management updating support calls for tracking & reporting purposes
- Hardware deployment/decommission/disposal
- Media Management hard disk handling & controls
- Fulfilment of end user service requests
- Completion of daily/weekly/monthly checks. These will be performed upon request either by dispatch ticket for each item, or by specific instruction given to parttime TIG resources. Only full time resident TIG resources can be held to a frequency of checks.
- Oversight &/or resolution of end user issues
- Fulfilment of end user requests Delivery of initiatives (local projects)
- With Mphasis guidance and training, maintain awareness of all major technology activities that impact the location(s)
- Perform warm shift handover with engineers along with the shift SPOC where applicable.
REQUIRED SKILLS:
- Experience in a large organization administering, operating, maintaining and securing largescale enterprise desktop environments.
- Excellent working knowledge of Windows 7, 8, 10, 1
- Good working knowledge of Windows. MacOS a plus.
- Strong working knowledge of Workstations, desktop, laptop, printers/fax, and peripherals, graphics cards and network cards.
- Strong knowledge of PC/ Workstation builds. (MS SCCM and MS MDM)
- Working knowledge of Active Directory 2003/8/12 R2, Microsoft Office 365, Microsoft Exchange, DNS, DHCP, Group Policy etc.
- Basic troubleshooting knowledge of iPad, iPhone, Android and other smart technologies
- Excellent working knowledge in asset / inventory management
- Ability to maintain composure and focus while troubleshooting and solving technical issues.
- Ability to adhere to a schedule of client appointments while adapting to customer requests.
- Demonstrated ability to communicate complex technical concepts in simple language.
- Strong Experience in Multi-Functional Printer troubleshooting
- Flexibility to make schedule adjustments to cover before/after usual business hours or when other team members are unavailable.
- Excellent verbal and written communication IN English
- Excellent customer service skills
