Job Description
Job Responsibilities:
- Provide technical support to customers via phone, email, or in person
- Troubleshoot and resolve hardware and software issues
- Install and configure new equipment and software
- Maintain and update existing systems
- Train users on new technology and software Service Delivery Management:
- Manage service requests and ensure timely resolution
- Monitor service performance and identify areas for improvement
- Collaborate with other teams to implement service improvements
- Develop and maintain service level agreements (SLAs) Customer Relationship Management
- Build and maintain relationships with customers
- Understand customer needs and provide solutions
- Gather feedback and address any concerns or issues
- Communicate service updates and changes to customers Documentation and Reporting:
- Document all service requests and resolutions
- Maintain accurate inventory of equipment and software
- Generate reports on service performance and customer satisfaction
- Identify trends and make recommendations for improvement Project Management:
- Assist in planning and implementing IT projects including but not limited to Network upgrade/dressing, manufacturing machine / IT tool support, UPS, and AV-related support.
- Coordinate with cross-function team members and stakeholders to ensure project success
- Monitor project progress and adjust plans as needed
- Provide updates and reports to management on project status Quality Assurance:
- Ensure all services and processes meet quality standards
- Conduct regular audits and reviews to identify any issues or areas for improvement
- Implement corrective actions as needed to maintain quality standards
- Stay updated on industry best practices and incorporate them into service delivery processes.
- High Impact Behaviors:
- Continuous Professional Development: Professionals should be committed to lifelong learning, seeking out opportunities for self-improvement, and staying abreast of industry trends and best practices.
- Collaboration and Teamwork: Effective professionals understand the value of collaboration. They work well with others, contribute to team goals, and understand that diverse perspectives can lead to better solutions.
- Results-Driven Performance: High-performing professionals focus on delivering results. They set high standards for their own performance and are committed to achieving objectives efficiently and effectively.
Skills:
- Technical support
- user support
- troubleshooting of hardware and software
Education/Experience:
- Bachelor’s degree in computer science, Information Technology, or a related field with at least 3-5 years’ experience or equivalent work experience that provides exposure to fundamental theories, principles, and concepts.
- Proficiency in troubleshooting and resolving issues with computer systems, networking, and various software applications.
- Strong customer service skills with the ability to communicate effectively with nontechnical users.
- Industry certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or ITIL Foundation are highly desirable.
- Excellent problem-solving abilities to diagnose and resolve technical issues promptly.
- Ability to work well in a team environment and collaborate with other IT professional
Job Tags
Work experience placement