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Urgent! Field Support / Desktop Support Technician Job Opening In Waxahachie Texas – Now Hiring CYNET SYSTEMS

Field Support / Desktop Support Technician



Job description

Job Description:


  • As an Onsite Support Technician with minimum of one to three years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities:

  • 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.


  • Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.


  • Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention.


  • 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.


  • Troubleshoot client software and basic network connectivity problems .


  • Identify, evaluate and prioritize customer problems and complaints .


  • Coordinate with vendors for 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, 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.


  • May train users and operators on a limited basis and/or may write training procedures .

    Participate in on-going training and departmental development .


  • independently resolve tickets within agreed SLA of ticket volume and time To adhere to quality standards, regulatory requirements and company policies .


  • Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts.


  • To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases.



Desired Qualifications:


  • BS/BA in Computer Science, Information systems, or an equivalent combination of education.



Experience:


  • One to three years of experience in service delivery and End user hardware and software Configuration troubleshooting.


  • Experience with various desktop systems, operating systems, and diverse technical environments.


  • Excellent customer service orientation and verbal communication skills.


  • Experience Supporting Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices.


  • Ability to install software for and troubleshoot a wide range of applications.


  • Analytical thinking and problem-solving ability.


  • CompTIA A+ certification or equivalent certification.


  • Flexible for travelling to remote sites or cluster.


  • Provide assistance for network related issues.


  • Should be able to lift weight up to 30 lbs.

    at waist level.





Required Skill Profession

Other General



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    Unlock Your Field Support Potential: Insight & Career Growth Guide


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