IT Infrastructure Support Specialist

hace 2 semanas


Mayagüez, Mayagüez, Puerto Rico Hcl Technologies A tiempo completo
IT Site Support Specialist
==========================
### Job Summary

We are seeking a skilled IT Site Support Specialist to join our team at Hcl Technologies.

### Responsibilities

- Provide technical expertise and end-user support in the areas of Mac OS, Microsoft Windows platform (Windows 10), Microsoft Office 365, off-the-shelf applications, Remote Connectivity Platform, network/local HP & Canon printers via desk-side, phone support or remote support.
- Tenacious logging of tickets and timely resolution of first-line issues, or escalation to other support teams.
- Providing desktop/laptop break/fix/maintenance support.
- Support to growing mobility platform (iOS, Android and windows-based platform).
- Technology onboarding deployment and offboarding asset recovery.
- PC and Laptop build.

### Requirements

- Prior IT experience, preferably within the professional services industry.
- Excellent communications skills.
- Aptitude for problem-solving.
- Ability to prioritize issues on a case-by-case basis.
- Excellent customer service skills.
- Experience working in an ITIL based Service Desk.
- Extensive knowledge and experience with Windows based technologies.
- Hardware platforms including HP laptops & Cisco phones.
- Microsoft technologies such as Active Directory, SCCM and Exchange.
- Outstanding troubleshooting skills in WAN/LAN/Desktop situations.
- Excellent written and verbal communication skills that help represent diverse communities.

### Key Responsibilities

1. Provide support for on-call escalations and do root cause analysis of given issue.
2. Independently resolve tickets within agreed SLA of ticket volume and time.
3. Adhere to quality standards, regulatory requirements and company policies.
4. Work on value adding activities such as Knowledge base update and management, Training freshers, coaching analysts.
5. Ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases.

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