End-User Support Specialist
4 weeks ago
Job Description :
We are seeking a dedicated and experienced End-User Support Specialist to provide exceptional technical support to our end-users.
As an End-User Support Specialist, you will be responsible for resolving a wide range of technical issues related to hardware, software, and network connectivity.
Key Responsibilities :
Hardware and Software Support :
- Install and configure Apple macOS and Windows operating systems.
- Install and configure client applications following standard operating procedures.
- Troubleshoot and resolve hardware issues, including hard drive and battery replacements.
- Perform manual installation of patches and updates.
Network Support :
- Assist with Wi-Fi and VPN connectivity issues.
- Troubleshoot network-related problems and provide solutions.
Collaboration Tool Support :
- Provide technical support for Microsoft Teams and Outlook.
- Resolve issues related to email, calendar, and collaboration features.
Vendor Coordination :
- Coordinate with vendors for warranty and AMC support.
- Escalate complex issues to the appropriate vendor or internal IT team.
Incident Management :
- Document and track incident tickets.
- Prioritize and resolve incidents efficiently.
- Escalate critical issues to higher-level support teams.
MIS Reporting :
- Generate regular reports on incident resolution, service level agreements, and other relevant metrics.
Qualifications :
- Strong understanding of Apple macOS and Windows operating systems.
- Experience with Microsoft Office Suite, including Outlook and Teams.
- Knowledge of network troubleshooting techniques.
- Excellent problem-solving and analytical skills.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of
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