Sr. Field Tech Support
Company: Horizontal Talent
Location: Santa Fe
Posted on: May 15, 2022
|
|
Job Description:
SUMMARY Provide in knowledgeable PC software, hardware, and
network connectivity troubleshooting, as well as advanced knowledge
of MAC OS/software/hardware. Diagnose and resolve these issues for
corporate employees and sales associates. Installation,
configuration and onsite support of PC software, hardware, and
network devices located within the designated regions/offices.
Proactive and effective customer service skills are an absolute
requirement. ESSENTIAL DUTIES AND RESPONSIBILITIES include the
following. Other duties may be assigned. Provide support in person
and/or by phone to local and remote customers. Keeps customer
informed of issues and provides update in status in ticket tracking
system, Service Now. Installs, configures and troubleshoots Windows
& MacOS operating systems and other approved peripherals. Installs,
configures and troubleshoots network cards/Wi-Fi network
connectivity software. Installs, configures and troubleshoots
proprietary application software. Assists Network Engineers in
debugging network issues as required on site. Setup or moving of
PC/Mac workstations or laptops Configures and troubleshoots network
printers and printing on client computers. Resolve issues in a
timely manner. Ensure customer satisfaction with every interaction.
Performs special projects as requested by supervisor. Escalates
issues as necessary to other groups within the IT organization. May
be required to travel overnight. ESSENTIAL COMPETENCIES Teamwork
Offers help to accomplish tasks or objectives outside ones area of
primary responsibility. Brings problems to someone's attention that
can help when unable to offer personal assistance. Treats customers
(internal and external), colleagues, subordinates and superiors
with respect. Communication Communicates with customers (internal
and external), peers, subordinates and superiors with a positive
and professional attitude. Communicates all the information
necessary for someone to understand any given situation and
confirms understanding from the individual(s) being given the
information. Listens and observes attentively, allowing an exchange
of information. Anticipates questions. Writes clearly and
concisely, with an appropriate awareness of the intended audience.
Responds in a timely and effective manner to internal and external
correspondence and communication Decision Making Uses sound logical
judgment to choose an appropriate course of action. Takes decisive
action and seeks assistance of others in decision-making, as
appropriate. Evaluates risks, consequences, and interests of those
affected by decisions. QUALIFICATIONS To perform this job
successfully, an individual must be able to perform each essential
duty satisfactorily. The requirements listed below are
representative of the knowledge, skill, and/or ability required.
Basic understanding of networking and TCP protocol Ability to
install &troubleshoot operating system software Ability to
install hardware, peripherals and resolve hardware conflicts
Ability to provide support via telephone to end-users Ability to
work independently Ability to handle multiple priorities and
possess a high degree of flexibility Ability to take initiative and
work well under pressure Strong interpersonal and communication
skills Strong team player attitude essential Strong Time Management
skills Strong problem-solving skills Strong written and verbal
communication skills. EDUCATION and/or EXPERIENCE Required: Windows
and MacOS (installation and troubleshoot) Microsoft Office
(installation and troubleshoot) 2 years desktop and Internet access
support experience Strong knowledge in all Microsoft Products
including (Office, Office365 applications, Sharepoint, and Yammer)
Basic network and server administration knowledge. Preferred: 3+
years desktop support experience Experience with MAC OS and Apple
i-products MCSA and/or CNA, or 2 years experience as technical
support person in a network environment. Windows MCP or 2 years
equivalent experience. Experience with HTML, Flash, and other web
technologies. CERTIFICATES, LICENSES, REGISTRATIONS MCSA or MCSE,
A+, or equivalent work experience. PHYSICAL DEMANDS: Ability to
lift computers, printers, and monitors up to 50 lbs. Dexterity of
hands and fingers to operate computer keyboards and mouse as well
as others computer components. Ability to get to branch offices by
individuals own means of transportation and a valid drivers license
while carrying tools\equipment and spare parts. Frequent travel
between office locations Candidates should be: Self-motivated Have
strong communication Stay on top of their work Be proactive and
help solve problems Provide quick efficient service to the offices
Report and document all service request in ticketing system. Follow
up and follow through are mandatory
Keywords: Horizontal Talent, Santa Fe , Sr. Field Tech Support, Other , Santa Fe, New Mexico
Click
here to apply!
|