Technical Support Associate

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    Job DescriptionTo deliver 1st/2nd level technical support related to all key services & systems supported by Information Technology. Support may be given in via telephone, remotely, email & on-site field visits. TSA must be knowledgeable in a broad, constantly evolving assortment of Information Technology, policies, procedures, & must possess the maturity & reliability to provide user support accurately & consistently. 
    Skills•    Operations Mentality – maintain customer service focus while juggling multiple tasks and priorities, 3 years must be in customer-facing positions.•    Support the end user client environment such as Desktops, Laptops, Mobiles, IP Phones and client applications.•    Incident troubleshooting, analysis, resolution and/or escalation. •    To provide a single and quality point of contact for IT customers •    Monitor the status & progress toward resolution of all open incidents. •    Perform classification; prioritizing of incidents dependant of the impact of the issue. •    Quick & efficient handling of IT incidents & service requests on first contact. •    Work closely across IT in achieving common goals. •    Work effectively as a team member. •    Develop knowledge of client business & IT environment with the goal of increasing first-call resolution rates. •    To perform out of hours duties as directed and documented as per schedule.Wintel Hardware - PC Management and troubleshooting – Altiris - PC build, Application Deployments, Windows XP/7/8 - In depth knowledge of the OS (Operating System). Office 2003 to Office 2010 – Intermediate Support. Antivirus - end point protection - managing vulnerabilities. Encryption – Knowledge of encryption technology, setup and support. Mobile devices -Tablet & Blackberry etc. setup & support. RAS support - VPN client, RSA etc. Networking - DNS, DHCP, File sharing, Printing, WLAN. Wireless Technologies, WEP, WPA, TKIP, Connectivity & Support

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