IT Support Technician
We are seeking a skilled IT Client Services Technician to provide first and second-level support across various client computing environments. This is a customer-facing role that involves providing technical support in-person, via phone, and email.
Key Responsibilities:
* Provide technical support for client computing hardware and software, including desktops, laptops, printers, mobile devices, and peripherals.
* Troubleshoot and resolve issues related to MS Windows 10, MS Office 365, MS Teams, Active Directory, and other standard software environments.
* Configure, deploy, and maintain client computing devices and peripherals, ensuring functionality and performance.
* Create and update internal documentation and self-help guides for associates.
* Provide training and technical guidance to internal associates on IT processes and tools.
* Monitor recurring support issues and identify patterns to reduce incidents and improve service quality.
* Troubleshoot and resolve network issues, including cable patching and TCP/IP diagnostics.
* Support video conferencing tools and desk phone setup/admin.
* Provide after-hours support as needed for the site(s).
* Meet/exceed SLAs and maintain high customer satisfaction ratings.
* Assist with IT projects as required.
Mandatory Requirements:
* Experience: 3+ years in IT support, particularly in desktop and hardware troubleshooting.
* Skills: Strong troubleshooting skills for client computing hardware, software, networking, and printing.
* Technical Knowledge: Proficiency in MS Windows 10, MS Office 365, Active Directory, and video conferencing tools.
* IT Ticketing Systems: Experience with ticketing systems (e.g., Easy Vista) for incident and request management.
* Language Proficiency: English fluency required.
* Full driving licence essential for this role.
Key Competencies & Skillsets:
* Customer Service Excellence: Ability to provide exceptional service to all associates and maintain positive relationships.
* Documentation Skills: Strong ability to document processes and create clear user guides.
* Network Troubleshooting: Experience with troubleshooting networking issues and basic server issues.
* Desktop Imaging & Deployment: Experience with desktop imaging and application deployment technologies (e.g., SCCM).
* Manufacturing Support: Experience in troubleshooting and maintaining manufacturing hardware/software is a plus.