Roles and Responsibilities:

Provide first/second level contact and problem resolution for customer issues. Answer client questions in a professional manner Accept and deliver all service calls assigned within the established service level agreement for each client Meet established customer service satisfaction criteria as outlined in established guidelines and policies Install, upgrade, support and troubleshoot Windows 10 and Microsoft Office, another authorized desktop application. Complete real-time reporting of all calls as documented in established policies and guidelines Follow various established policies, guidelines, and documents relative to the successful delivery of service for each client Ensure control of assets and inventory through the prompt turnaround of parts and equipment as required by client service agreements Provide timely communication on issue status and resolution. Understand all Safety policies and guidelines and work within the guidelines of policies on a daily basis Maintain ticket updates for all reported incidents. Break Fix, fault diagnosis and resolution Additional requirements may exist if the offer of employment is extended Proven analytical, troubleshooting and problem-solving skills

IT Skills and Experience

Ability to communicate regarding technical issues with clients Ability to drive to client locations Performs general preventative maintenance tasks on computers, laptops, printers Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment. Ability to lift and or move various computer equipment up to 50 lbs. Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms.

In-depth knowledge of:

Hands-on experience in Networking Knowledge about Data Centre Windows OS Microsoft Office applications Active Directory Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment. Install, upgrade, support and troubleshoot for printers, computer hardware. Mobile device management including IOS and Android devices Mac operating system, to support Apple pc users. Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software. Willing to work off-hours and weekends when required for projects or emergency support.