Support Executive
📋 Role Overview & Responsibilities
Skill: Tech Central Support, Desktop Support
L2/L3 Desktop Support
Excellent analytical & troubleshooting skills.Good knowledge in desktop operating systems and troubleshooting issues.Experience working on any Helpdesk tool is an added advantage.Strong communication skills, Good Personality / Present ability.Hardware and Network troubleshooting, OS(MS Platform).LAN Networking (Client side), Client side Mail system(MS Outlook),MS Office and other Industry standard applications.Audio Visual Devices Setup, Support and troubleshooting.Experience in managing VIP clients.Printer Support and Troubleshooting.
Device Validation
Visual inspection of devices as requested.Serial number validation.Device Inventory capabilities and physical comparison to inventory lists.
Responsibilities
Basic troubleshooting and repair of IT equipment failures.Power on/power off devices.Relay LCD readouts.Reset Remote Management connection ID’s and Passwords.Reseat cables.General Troubleshooting and visual verification to assist remote troubleshooting efforts.Test and troubleshoot problems.Check power connections.Provide feedback on console display (e.g. stop errors, blue screen, etc.).Assist with disaster recovery activities in the event of a complete system failure.Assist with recovery of data center and equipment related to planned and unplanned power interruptions.Identify and report audible errors and system failures.Install and connect crash cart.Attend conference calls for troubleshooting and recovery of client environments related to a reported client impacting incident.Responsible to independently manage the site location assigned , provide remote support.Manage end to end life cycle for devices such as Laptop, Desktop, Thin clients, Mobile Devices, IP phones, Printers etc.Has knowledge to work with tools such as Remote Management, SCCM, Service Now to execute day to day activities.Execute IMAC and Break fix activities within SLA’s and as per customer satisfaction.Support data back and transfer activities for user during Breakfix, migration and refresh with utmost care and accuracy.Proactively ensure client devices are not vulnerable and updated with the latest security patches and antivirus definitions.Good Team player to work collaboratively with other team members.Take additional responsibilities and Proactively work towards identifying opportunities for improvements in process, service delivery, technology, customer satisfaction and effort & cost optimization.Good Customer/Vendor handling skills.
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This position is located in Charlotte, NC with potential relocation and sponsorship assistance depending on candidate qualifications.
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