IT Client Services Coordinator

MatchPoint Solutions is a fast-growing, young, energetic global IT-Engineering services company with clients across the US. We provide technology solutions to various clients like Uber, Robinhood, Netflix, Airbnb, Google, Sephora, and more More recently, we have expanded to working internationally in Canada, China, Ireland, UK, Brazil, and India. Through our culture of innovation, we inspire, build, and deliver business results, from idea to outcome. We keep our clients on the cutting edge of the latest technologies and provide solutions by using industry-specific best practices and expertise.

We are excited to be continuously expanding our team. If you are interested in this position, please send over your updated resume. We look forward to hearing from you

**Roles& Resposibilities**:

- Coordinate support between regional site and headquarters
- Coordinate local suppliers for IT support, equipment and repairs
- Collaborate with global IT team to improve processes and enhance customer satisfaction
- Coordinate IT services with shared services in the local site
- Provide support via telephone; remotely manages client machines located throughout various locations including associate cubicles, clean room labs, manufacturing line and remote sales and service teams
- Participate in special projects, both regional and global as needed
- Follow established procedures; create and update documentation; assume ownership of end-user issues and strive to provide excellent service to all business partners
- Create and/or modify the initial record of the request; resolve all tier one end-user issues over the phone and escalate as needed to next level IT support associates
- Perform appropriate issue diagnosis and guide users through step-by-step solutions; clearly and effectively communicate technical solutions in a user-friendly, professional manner
- Visit associate at deskside for hands-on support, as needed
- Administering network accounts - password resets and unlocking accounts
- Build and deploy new hire computers/upgrades and RMA/warranty repairs
- Unpacking pallets/boxes of desktop and laptop computers in large quantities
- Installation of PC operating systems
- Provide Windows account maintenance using Microsoft Active Directory
- Provide support for telephony, including desk and mobile devices
- Application support, including general account creation, password resets, installation and general troubleshooting
- Excellent verbal and written communication skills
- 8+years of experience in IT.
- Be able to provide user-friendly support and instruction to computer users
- Maintain strict confidentiality and respect for ensuring network security
- Ability to learn new technical skills and quickly adjust to fast-changing priorities and deadlines
- Experience in a call center environment providing technical support via remote tools
- Possess working knowledge of the configuration, use and troubleshooting of Windows 7, Windows 10, Mac OSX and Microsoft Office 365 products
- Comprehensive understanding of current computer hardware and software technologies
- Understanding of LAN/WAN and Wireless Networks
- Familiarity with supporting and troubleshooting iPhones, iPads, desk phones, mobile hotspots
- Familiarity with using a Mobile Device Management system, including creating accounts, and remote wipe of devices
- Some support may be required outside of regular business hours (weekends, holidays, etc.) as needed

MatchPoint Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.