Overview
Título del trabajo: End User Support Technician – Intermediate
Compañía: Equifax
Descripción de funciones: End User Support Technician, you will provide higher-level technical support to customers through in-person interaction five days a week in the office. You will assess the nature of the system or service issues and resolve technical or sophisticated support problems through use of independent judgment and advanced problem-solving skills. Additionally, you will maintain a log of system issues and convey customer feedback to junior staff to further help with their skill development. You must possess a high level knowledge of the organization’s products and services.**What you will do**
– Contribute with Technical Support to walk up customers at a TechBar.
– Drive Setup & configure laptops, mobile phones, monitors, printers and other IT-related systems in accordance with our established standards.
– Ownership of the Installation End User Computing devices in offices and cubes.
– Deliver new equipment (laptops & accessories) within agreed service levels.
– Perform the Asset Disposition process by removing hard drives and recording serial numbers in the Asset Management system to meet corporate and local requirements.
– Record technical issues and solutions in ServiceNow.
– Monitor the status of open calls and act as the customer’s advocate to ensure calls are resolved promptly.
– Proactively identify and complete projects that add value to the department and/or our customers.
– Point of contact for 3rd party Technology and Facilities vendor/partners (HP, Dell, Xerox, etc)
– Perform other activities as assigned, or as responsibilities dictate.
– Communicate unresolved issues effectively to the next level of support with full troubleshooting documentation.
– Contributing and leveraging knowledge in Global Technical support troubleshooting collaboration channels.
– Help create troubleshooting documentation and runbooks.**What experience you need**
– High School Diploma / Technical High School Graduate
– Fluent in English skills both oral and written (B2 / C1) Active Cloud Certification is strongly preferred.**What could set you apart**
– Basic knowledge of Windows Server Operating Systems
– Ability to conduct research into a wide range of computing issues as required
– Ability to effectively prioritize and execute tasks in a high-pressure environment
– Solid analytical & problem solving skills
– Exceptional customer service orientation
Ubicación: San José
Fecha del trabajo: Tue, 30 Jul 2024 22:17:10 GMT
