Position Summary:
The Service Technician and senior are responsible for ensuring seamless technology support for our clients. This position involves troubleshooting, diagnosing, and resolving client service requests that support the client’s hardware and software systems. We value ingenuity, excellence, and humanity, and we are committed to maximizing our clients’ technology investments.
Job Details:
Work from Home
Monday to Friday | 8 AM – 5 PM EST (8 PM – 5 AM PH Time)
*Following US Holidays
Responsibilities:
- Operational Management
- Working with end users to identify and deliver PC/Endpoint device service-level support.
- Efficiently and effectively diagnose, troubleshoot, install, and / or perform repairs to hardware, software, and peripheral equipment either on-site or remote.
- Accurately documenting instances of hardware failure, repair, installation, and removal.
- Drive Customer Success
- Receive high client satisfaction ratings for professional communication and success of service request ticket resolution.
- Ensure the client’s IT processes for successful root cause diagnosis and solution implementations are followed for consistent high-quality service.
- Provide training and support to end users and staff on computer operation and other issues.
- Communicate effectively with clients to understand their technical requirements and provide appropriate solutions.
Qualifications:
- In depth, technical knowledge and hands-on troubleshooting experience.
- Working knowledge of current network protocols, operating systems, and standards.
- Ability to read and understand technical manuals, procedural documentation, and software & hardware use guides.
- Working knowledge of device management through tools such as Microsoft Services and Intune.
- Working knowledge of DNS, DHCP, and TCI/IP addressing