Technical Support Specialist

A dedicated additional Technical Support Specialist/Field Service Technician is needed for the graveyard shift to provide 24/5 coverage, reduce overnight downtime, improve SLA performance, support operations, and ensure timely onsite response.

The role will focus on the management and proactive maintenance of the IT hardware assets of the enterprise, and will primarily handle incident management, technical support and vendor management.

Ticket/Request Management

• Proactively take tickets and/or assign from the support queue.
• Provide customers with IT support; meet service level agreement.
• Continuously update customer on ticket/request status.
• Provide superior customer service; solicit feedback from customers.
• Manage end-user ad-hoc requests and ensure tickets are raised for record purposes.

Technical Support

• Provide level 2 & 3 on workstations/printers (troubleshooting, installation/configuration)...