Deskside Support

Deskside support ( Band 2 & 3 ) with backfillMinimum experience 2 years or equivalentDuration - 12 months freelance contractMon - Fri ( 8 A.M. - 5 P.M. )Language - Italian and English (B2 level minimum)BAND 2 Job Description The Band 2 – Desktop Technician will provide day to day local/remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer's various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite. Ideal candidate should have 2-3 Years' experience in Windows Desktop support.Position Responsibilities and Functions Provide first/second level contact and problem resolution for customer issues.Install, upgrade, support and troubleshoot current Microsoft O/S versions e.g. Windows 10 /11. Microsoft Office Suite including MS Teams, OneDrive and other authorized desktop application.Install, upgrade, support and troubleshoot for end user equipment such as Desktops and Laptops (DELL) and peripherals, printers, mobile phones (Apple and Samsung).Perform remedial repairs and general preventative maintenance tasks on authorized end user equipment.Work with vendors to remediate HW and SW issues as needed.Provide timely communication on issue status and resolution.Use diagnostic tools to troubleshoot problems associated with network connectivity including VPN.Broad experience of IT with basic understanding of Networks, Audio/Visual, Smart Devices and Telecom devices.Maintain ticket updates for all reported incidents using a ticketing system e.g. Service-Now.Basic knowledge of Mac OS to support Apple pc users is a plus.This position requires the ability to work in a runtime environment requiring flexibility and teamwork.Performs other duties as assigned.Candidate Required Minimum Qualifications and Skills Bachelor's Degree or equivalent in Computer Science or related field.CompTIA A+, Microsoft Certified Professional (MCP) or better.Minimum of 18 months years of IT experience.Windows 10-11, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.Proven analytical, troubleshooting, and problem-solving skills.Proven ability to multi-task, effectively determine priorities and meet SLA's.Excellent communication relationship-building and internal customer service skills.Adaptable and flexible in a fast-changing industry and work environment.Willing to work off-hours and weekends when required for projects or emergency support.In addition, the Band 2 Technician will mentor and assist Band 1 technicians in their work and provide support to Band 3 Engineers in resolving tickets.
BAND 3 Job Description The IT Senior Engineer/Team Lead shall provide oversight to ensure that information systems and infrastructure are in accordance with defined requirements, ensure established processes are followed and that requirements management practices are in place and conform to system standards. The IT Team Lead shall work on-site and may be required to travel to locations to support meetings or other activities in support of assigned work. Taking direction from the Operations manager, the incumbent provides a full range of services essential for the operation of client computers and peripherals that are maintained by Local Services. This is a senior-level technical position, requiring a wide variety of experience in supporting technology in a complex environment. The incumbent will have demonstrated advanced, in-depth experience with implementing, configuring, and supporting Windows and MacOS based computers. The incumbent will provide work guidance or orientation for non-routine procedures, complex issues, and implementation. Duties include level 2 and 3 support of IT applications, products and services, configuring, installing, and securing computer hardware, software, servers and peripherals. Updates the technical inventory database and tracking system to reflect current request status and builds an array of technical documentations.
Position Responsibilities Exceptional communication skills.Knowledgeable about current Microsoft Office Suites.Familiar with backup/restore and anti-virus technologies and methods.Familiar with Enterprise software deployment technologies (SCCM).Knowledgeable about networking (TCP/IP, DNS, routing, VPN and Cloud hosting).Familiar with remote access technologies (VPN, dial-up, terminal services).Knowledgeable about current Microsoft Windows operating systems.Thorough understanding of hardware and peripherals with experience supporting Microsoft operating systems in a networked environment; Windows 7 and above.Experience and skill administering enterprise Microsoft SCCM.Excellent verbal and written communication skills.Self-starter and ability to manage own time effectively.Minimum Qualifications Bachelor's Degree or equivalent in Computer Science or related field.Experience in customer service.Proven analytical, troubleshooting and problem solving skills.4-5 years of technical support or 2 - 3 years junior system administrator experience.
#J-18808-Ljbffr