Desktop Support Technician

Job Description :

As an Onsite Support Technician with a minimum of one to three years of technical experience in providing quality services to end users, the key roles and responsibilities include :

• Provide customer-facing end-user support that includes :
• Install and configure desktops, laptops, mobile devices, and associated peripherals and related software.
• Perform break-fix, desk-side support, IMACD's, 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 the 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 the 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, and 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.

FSO Telecom Tasks :

Experience :

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