Technical Support Specialist
1 day ago
**Job Summary:**
We are seeking a highly skilled Technical Support Specialist to join our team. The ideal candidate will have experience in providing technical assistance to users, addressing hardware issues with Windows laptops, desktops, MacBooks, Android, iOS, and Printers.
The Deskside Support team helps users with their computers, mobile devices, and printers, including setup, moves, changes, and disposal. They provide special support to VIP users, troubleshoot macOS issues, manage device backups, and keep spare devices to reduce downtime.
About You:
You will be part of the Deskside Support Team, which is expected to deliver outstanding technical support to our end-users. Your role will be pivotal in ensuring a smooth and efficient technology experience for our employees, including VIP support and proactive problem-solving.
Responsibilities:
- Provide comprehensive deskside support for workstations, mobile devices, and printers, including installation, moves, adds, changes, and disposals (IMACD). Offer enhanced support to VIP users with prioritized service and rapid turnaround times.
- Troubleshoot macOS issues, including operating system updates, application installations, and performance optimization. Provide expert guidance on macOS best practices.
- Manage end-user device backups and recovery, ensuring data integrity and minimal downtime. Maintain a loaner and spare pool inventory to further reduce user disruptions.
- Support the IT asset lifecycle, including hardware requirements, eco-friendly toner disposal, and collaboration with contractors for equipment disposal. Handle warranty and out-of-warranty break-fix support, coordinating with third-party vendors as needed.
- Oversee printer consumables (paper, toner, cartridges), including forecasting and replacement, in partnership with our designated printer partner.
- Provide a positive user experience through walk-up support stations/performance bars and end-user training on new technologies and issue resolution.
- Analyze onsite ticket trends, create knowledge articles and FAQs, and coordinate with the offshore Workplace support team to diagnose and resolve end-user issues.
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