Service Support Specialist

hace 4 semanas

Bogotá, Bogotá D.E., Colombia Iron Systems A tiempo completo

Service Support Specialist

At Iron Systems, we are seeking a skilled and dedicated Service Support Specialist to join our team. In this role, you will provide on-site and desk-side support services to end-users, ensuring that their technology needs are met in a timely and efficient manner.

Key Responsibilities:

  • Provide technical assistance and troubleshooting services to end-users, resolving PC-related problems in a timely and professional manner.
  • Build, configure, and troubleshoot Install 'Gold' image on customer PCs and laptops, ensuring optimal performance and functionality.
  • Ensure that tickets are updated on a daily basis, providing accurate and timely feedback to stakeholders.
  • Support meeting room environments and video conferencing, ensuring seamless communication and collaboration.
  • Support printers, scanners, and other peripherals, ensuring that they are functioning properly and efficiently.
  • Support mobile devices, including iPads, iPhones, and Android devices, ensuring that they are properly configured and functioning as intended.
  • End-user data backup and restoration are required in the course of a service incident, ensuring that data is properly backed up and restored in a timely manner.
  • Smart hands support for data center equipment, as per required SLA, ensuring that equipment is properly maintained and functioning as intended.
  • Assist in troubleshooting data center devices, as directed by CLIENT Tech, ensuring that issues are resolved in a timely and professional manner.
  • Replace defective components in data center equipment, as advised by CLIENT Tech Support, ensuring that equipment is properly maintained and functioning as intended.
  • Import/export tapes to tape libraries, as advised by CLIENT Tech Support, ensuring that data is properly backed up and restored in a timely manner.

Behavioral Skills Required:

  • Must have good customer-facing skills and be well-presented, providing excellent customer service and support.
  • Demonstrates independent and proactive thinking, taking initiative when necessary to resolve issues.
  • Builds effective relationships within the team and across the business and Professional Services, ensuring seamless communication and collaboration.
  • Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices.
  • Must be able to work alone and unsupervised, taking the initiative when necessary to resolve issues.
  • Must be organized and prioritize work appropriately, ensuring that tasks are completed in a timely and efficient manner.

Technical Skills & Experience Required:

  • Must have experience using a call-logging system, ensuring that issues are properly tracked and resolved.
  • Must have good working knowledge of Windows 7/10 and related Office applications, ensuring that they are properly configured and functioning as intended.
  • Supporting experience of MACs would be beneficial, ensuring that they are properly configured and functioning as intended.
  • Knowledge of mobile devices, particularly Androids and iPhones, ensuring that they are properly configured and functioning as intended.
  • Working knowledge of current and legacy hardware platforms, ensuring that they are properly configured and functioning as intended.
  • Experience with building, configuring, replacing, and troubleshooting PC and laptop hardware components, ensuring that they are properly maintained and functioning as intended.
  • Familiarity with Microsoft SCCM, ensuring that it is properly configured and functioning as intended.
  • Ability to replace defective parts, as identified by CLIENT, ensuring that equipment is properly maintained and functioning as intended.
  • Excellent hands-on experience in installation and troubleshooting DC equipment, rack, and stack of DC equipment/cable, ensuring that they are properly configured and functioning as intended.
  • Excellent communication skills in English and local language, ensuring that stakeholders are properly informed and supported.

Desired Educational Requirements:

  • Completion of CompTIA certifications, such as A+, Network+, etc., ensuring that technical skills are properly certified.
  • Completion (or near completion) of Microsoft certifications, such as MCP, MCITP, MCSE, etc., ensuring that technical skills are properly certified.

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