Provide first/second level contact and problem resolution for customer issues.
Work with vendors to remediate complex AV issues as needed.
Provide timely communication on issue status and resolution.
Maintain ticket updates for all reported incidents.
Install, upgrade, support and troubleshoot Windows 10, 11, Microsoft Office 365, Cisco Jabber, and other authorized desktop applications.
Should have basic knowledge of Mac operating system to support Apple PC users.
Install, upgrade, support and troubleshoot printers and computer hardware.
Perform general preventative maintenance tasks on computers, laptops, and printers.
Perform remedial repairs on desktops, laptops, printers, and any other authorized peripheral equipment.
Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software.
Broad experience in IT with a basic understanding of networks, servers, audio/visual, smart devices, and telecoms.
This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.
Manage procurement and own all new in-scope hardware (i.e., desktop/laptop, etc.).
Deploy and manage in-scope hardware and software.
Provision and support remote site networks (e.g., LAN, WAN connection) and related operations (e.g., procure, design, build, systems monitoring, incident diagnostics, troubleshooting, resolution and escalation, security management, and capacity planning/analysis).
Provide Break/Fix Level 2 support for in-scope end-user hardware and software as coordinated through the Service Desk.
Manage and maintain inventory of in-scope hardware, including asset tagging and recording.
Provide technical support for all hardware/equipment of the remote site computing infrastructure.
Develop and document in the operations manual on-site technical support procedures that meet requirements and adhere to defined policies.
Coordinate with the Service Desk and all other necessary suppliers, third-party and Allianz support organizations to manage all on-site technical support requests to resolution and closure.
Coordinate support, maintenance, and warranty activities with relevant third parties for in-scope services.
Coordinate with end-users or other site staff to schedule on-site technical support visits in response to an incident or IT service request including security remediation services.
Mandatory Soft Skills:
* Excellent communication & interpersonal skills (written and oral)
* Client relationship management
* Problem-solving aptitude
* Ability to manage diversity
* Ability to resolve problems
* Ability to translate customer needs
* Ability to coordinate with teams in different geographical locations
Seniority Level
Entry level
Employment Type
Full-time
Job Function
Information Technology
Industries
IT Services and IT Consulting
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