Responsibilities
1. Ability to advise and to present to one or more customer staff.
2. Monitor and control daily service call activity, utilization, inventory levels and service levels.
3. Exceptional customer service
4. Advanced knowledge in Customer Service Aptitude
5. Resolving technical problems with hardware, software and connectivity.
6. Troubleshooting customer issues while maintaining agreed upon service levels for customer contact and resolve
7. Participate in the configuration and support of internal systems.
8. Ability to work effectively with Logistics
9. Adherence to assigned schedule
10. Adhering to documented policies, procedures and processes that are specific to the service.
11. Clear and concise documentation of all customer interaction within appropriate CRM tool.
12. Able to function in a team environment
13. Maintain knowledge levels as industry enhancements occur
14. Support installation and implementation of connectivity and high-end systems products
15. Continuous improvement of service delivery.
16. Ability to juggle time and resources to meet or exceed expectations
Qualifications
Work Experience: More than 24 months
Sound knowledge of:
17. English (written and verbal)
18. Advanced knowledge in Computer Hardware
19. Advanced knowledge in Common Software applications
20. Advanced knowledge in Microsoft Operating system
21. Proficient knowledge in Printer Hardware
22. Proficient knowledge in configuring and troubleshooting networking, wireless and VPN features of end-user devices
23. Proficient knowledge in Ticketing software
24. Microsoft Office & Office 365 applications
25. PC\Laptop hardware
26. PC\Laptop peripherals, including printers
27. Mobile devices
Awareness of;
28. Active Directory
29. Exchange
30. Apple OS
31. Network and server hardware and components
IT qualifications may include:
32. A+ Certification; Baseline OEM Certifications which include any of the following, depending on assignment: Dell Desktop/Laptop, HP Desktop/Laptop/Printer, Lenovo Desktop/Laptop, Lexmark Printer, IBM Printer, Server +
33. PC\Laptop OEM Maintenance Certification
34. CompTIA A+ Certification
35. Microsoft Certified IT Professional (MCITP) certification in desktop area
36. Microsoft Office Specialist (MOS) certification