It Support Specialist

2 semanas atrás


Porto, Porto, Portugal Teceze Tempo inteiro

JD: Responsibilities: Deskside support of incidents and service requests.Troubleshoot and remediate PC/peripheral/mobile device hardware and software issues, providing repair action for incidents.Coordinate with different support levels to resolve incidents.Install, configure, and support new hardware and software for service requests.Document resolutions to desktop issues and propose solutions to root cause problems.Maintain hardware and software inventories.Assist with project-based work as needed and as directed by leadership.Respond to incidents by phone or email in a timely manner.Update customers in the online ITSM (ServiceNow) ticketing system and complete appropriate documentation for customer acceptance.Support contract SLAs and manage workload to meet those SLAs.Demonstrate a high level of professionalism, interpersonal skills, and a team-oriented attitude.Exhibit active listening skills and empathize with the customer's situation.Show compassion in a patient care environment in support of overall service provided to the customer.Provide support for L2 & L3 issues and become knowledgeable of customer products.May be responsible for resolving more complex support requests depending on experience.May provide coaching and mentorship to new team members over time.Required Skills: Strong PC/MAC hardware diagnostics skills; Dell PC HW certified is a plus.Highly skilled in break/fix solutions (mainly HP).Strong knowledge of Windows 10, MS Office suite, and O365.Knowledge of Mac OS/Apple iOS.Some experience with Active Directory.Well-versed in remote takeover tools for PCs, network printers, and remote connectivity via VPN.Virus/malware eradication skills using standard toolsets.Experience setting up printers, monitors, and IT cabling.Ability to document processes and procedures.Independent and trustworthy.Superior customer service and interpersonal skills.Excellent oral and written communication skills.Must be willing to travel as requested.Ability to lift 50 lbs.
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