End User Services Supervisor (support/troubleshooting/IT)

ZA  ‐ Onsite
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Description

End User Services (support/troubleshooting/IT/Escalations/1st line/2nd line/Engineer)

Job Description:
Performs remote support of client computer and related systems in the FG environment with the goal of delivering first call resolution of issues 60 percent of the time in a professional manner. Performs troubleshooting and initiates resolution at a Tier One support level for the following systems: laptops, desktops, handheld devices, printers and supported software and applications. Performs initial triage and escalates to appropriate Tier 2 level for supported hardware and software as required. Performs Tier 2 duties as member of Subject Matter Category and Process teams as assigned by the respective Team Leads. May act as Subject Matter Team Lead. Performs configuration, installation and set up of new systems. Processes request forms related to new hires, terminations, hardware and software requests, and application access. Performs other duties as assigned by the End User Services Supervisor. Is an excellent communicator and places service and customer satisfaction first as top priority. Has worked directly in service of senior management.

Experience in the following domain areas are highly preferred:

Microsoft Windows Operating Systems (Server 2008, XP and Win 7)
Telecommunications including: Cisco VoIP, Mobile Devices (RIM, Apple, Android), Polycom Conferencing, Instant Messaging (Office Communicator), webcams
Laptop/Desktop/Server Hardware, Printers (Dell and HP)
Good understanding of networking concepts and troubleshooting including cabling
Basic datacenter or data closet hardware installations (rack equipment)

Start date
ASAP
Duration
6 months
From
Sentinel IT LLP
Published at
19.05.2016
Project ID:
1132605
Contract type
Freelance
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