Job Description :
This role is a face-to-face IT support position in our walk-in support center. The primary responsibility of the walk-
in support engineers is to resolve end-user IT issues with their PC or mobile devices providing nothing less than an awesome, but really really awesome customer service experience.
This role requires excellent and great customer services skills. This position is very customer centric, customer services is our number one priority.
One more time, the expectation for this role is to provide a world-class end-user support experience with an exceptional emphasis on quality resolutions and customer support.
This job requires the engineer to smile when greeting customers entering our walk-in support center, we want our customers to start their support experience off in the right mood.
This role requires the employee to be present at our walk-in support center during our operational hours from 8 AM to 5 PM from Monday to Friday.
This role requires the employee to adhere to the dress code (issued team shirts / polos, pants / slacks (no jeans), closed and clean toed dark shoes or dark clean unworn sneakers).
Applies technical knowledge to support end-users for desktops, laptops, and mobile devices as well as telecom services, email services, and all IT client provided services.
Provides ideas and solutions to prevent problems and support incidents from reoccurring that impact the areas of client computing support and overall employee productivity.
Performs physical inventory of PCs, accessories and parts as needed ensuring configuration and inventory management database entries are complete and accurate.
Qualifications - Internal
Education and Experience Required :
Bachelor’s degree in Management Information Systems / Computer Science or equivalent.
Must have experience providing customer service within a technical field.
Microsoft Certifications on Office Applications, Windows 7, 8 or 10 is desired.
CompTia A+ Certification is desired.
2+ years of experience in a corporate Information Technology department providing end user support over a wide range of end user environments.
Knowledge and Skills Required :
Strong written & spoken English communication skills is a requirement.
Experience with end-user IT support (e.g. Windows operating systems, PC hardware, antivirus tools, personal firewall tools, web browsers, MS Office applications).
Knowledge and experience with Information Technology Infrastructure Library (ITIL) reference model.
Strong initiative, problem solving, priority setting, and collaboration skills.
Exhibits a high level of initiative and integrity.
Possess creative ability, credibility and self-confidence.