Job Description:
- Monitor teams assigned projects to insure they are completed on time.
- Must be able to execute all assigned projects quickly and efficiently with a sense of urgency.
- Responds to customer inquiries regarding technical issues and manage escalations.
- Support of laptops, desktops, tablets, smartphones telephony devices, printers, conference room equipment, infrastructure computing, Cisco Telepresence.
- Monitor Service Request support for HW, SW installations, moves, adds and etc. at clients site.
- Able to lead a team of desktop engineers in handling all operational / escalation issue and all incidents.
- Troubleshoot and resolve trouble tickets related to technical difficulties with hardware and software.
- Handle customer’s complaints and ensure customer satisfaction during closure.
- Coordinate activities related to the desktop environment with other IT teams including testing, change management, evaluations, and implementation.
- Perform monthly operation review & trend analysis.
- Support of on and offsite meetings.
Job Requirements:
- Major in Computer Science or any technology degrees.
- At least 3-5 years’ experience.
- Excellent customer service and interpersonal skills.
- Basic understanding of TCP/IP protocols and networks is required.
- Ability to work in a team environment.
- Communicate clearly with technical and non-technical audiences, both verbally and written.
- Strong organizational skills and ability to prioritize tasks among many competing requests.
- Professional attitude and demeanour.
- Must possess an in-depth knowledge of PC software and hardware for both desktop and laptop machines, with additional knowledge in the Mac area being a plus.
- Must have a good understanding of web conferencing and mobility technologies and an understanding of audio-visual equipment as it relates to PC/Mac platforms.
