Job Description

Job Description

The ideal candidate is someone with strong customer service and troubleshooting skills to resolve all technical issues for our clients. The Desktop Support Technician will be responsible for supporting all end users relating to hardware and software, computer applications, and LAN related issues specializing in Mac OS. Day to day responsibilities consist of: Installing, testing, maintaining and troubleshooting end user workstations and interrelated hardware and software, Active Directory user management, troubleshooting of mobile devices, Escalating issues accordingly, and maintaining communication with customers and Technical teams

RESPONSIBILITIES

• Ensuring data is backed up
• Re-imaging the MACs
• Copying the data back Ensuring all applications are re-installed that are not a part of the image
• Ensuring customers profile/customization are restored
• Returning the Mac to the customer and validating with them that everything works as expected
• Required Experience of the MAC Support Specialist: Experience upgrading MAC operating systems Saving/backing up data securely
• Imaging and re-imaging MAC desktops
• Customer service skills
• Excellent written and verbal communication

· Taking initial telephone or email inquiries and troubleshooting and managing relatively simple hardware, software or network problems

· Creating new Group Policy Objects and assigning users to them

· Responding to and resolving desktop, server, and network issues

· Provide first level support in VMWARE, HyperV and Backup and Replication

· Provide 1st level client support through our help desk ticketing system.

· Recognizing and escalating more difficult problems to Tier 2 support

· Supporting Microsoft Windows and Apple MAC environments, including the windows stack, Active Directory, Exchange in-house and hosted e-mail systems.

· Managing and Monitoring Active Directory, MS Exchange, DNS, DHCP, BES, Windows Shares, Antivirus and backup servers

· Use Remote Monitoring tools and call tracking to log and route tickets in a high-call volume environment (e.g. Remedy, and Clarify)

· Imaging and Deploying Desktops and Laptops for end users

· Creating and maintaining client-related documentation.

· Actively participating as a strategic member of the technology team, including participating in team meetings and providing technical support for our managed service clients.

· Patch Management of Servers and Workstations in Domain (Preferred not required)

REQUIRED EXPERIENCE

· 2 - 5 years of experience in Microsoft Windows desktop and server level 1 support

· 2+ years of providing support as a Level 1- Help Desk, Technical Remote Support/ Server, Desktop Support or Systems Administrator providing End User Support and Customer Service

· Must be able to be both a team player and can provide exemplary results while working on projects independently

DESIRABLE SKILLS:

· Exceptional customer service and phone etiquette skills, excellent verbal and written communication skills

· Detail oriented and strong problem-solving capabilities with the ability to work on multiple, concurrent tasks and adapt to shifting priorities.

· Take initiative, and response to time-sensitive situations are essential, along with discretion and good sense in dealing with clients

· Comp TIA, A+ Computer Specialist Certification (Preferred not required)

· Microsoft Systems Engineer Certification (Preferred not required)

Company Description

Sister company of Pro4ia Inc. (http://www.pro4ia.com/)

Company Description

Sister company of Pro4ia Inc. (http://www.pro4ia.com/)