Senior Desktop Support
Responsibilities :
Resolve and Diagnose : Face the tech troubles head-on. Use service platforms, emails, instant messaging, voice calls, and in person.
Field Operations : Fix the tech. Do it remotely or on-site. Use solid diagnostic strategies.
Tech Rollouts : Help set up new hardware and software. Handle upgrades and changes.
Client Relationship Management : Treat every customer like a VIP. Online or face-to-face.
Proactive Engagement : See the tech issues before they happen. Act fast.
Client Follow-Up : Make sure tech needs are met. Ensure solutions work.
Knowledge Sharing : Build a library of tech solutions. Share it with clients and the team.
Issue Documentation : Record every tech case in our service platform.
Innovation and Testing : Find challenges. Develop and test new solutions. Improve processes.
Project Leadership : Lead tech projects. Migrate systems, roll out hardware, integrate new solutions.
Qualifications :
- Experience in advanced desktop engineering. Strong problem-solving skills.
- Excellent client service. Strong communication and engagement skills.
- Sharp listening and diagnostic abilities.
- Clear communication with users. Set expectations.
- Skilled in resolving issues with meeting spaces, virtual conferencing, and communication systems.
- Familiar with Windows 10, Active Directory, DNS, DHCP.
- Proficient in VDI, imaging workstations, hardware troubleshooting.
- Manage mobile tech challenges : MDM, MFA, VPN, remote access.
- Comfortable with Microsoft Office. Experience with O365 / Azure is a plus.
- Experience with a service management platform (e.g., ServiceNow, Remedy, Jira).
- Quick, efficient problem resolution. In-person and remote.
- End-user-centric approach. Top-tier client support skills.
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