Location: Belfast, UK

Job Type: Contract

Job Description:

• Good working experience in a deskside/field services/site support role
• Experience of working with European or US-based multinational corporations
• Require field service support in a Microsoft technology environment (knowledge of Apple Mac support an advantage)
• Eligible to work in the target country
• Participate in shift rotas (office hours) and on-call rota (out of hours)
• Must be prepared to join rota to cover public holidays when required

Responsibilities:

• Researches, resolves and responds to complex questions received via telephone calls or escalations, and provides support on services in accordance with current standards. Follows up with user to ensure problem is resolved satisfactorily.
• Acquires and maintains knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.
• Develops and provides technical coaching and mentoring to other desktop services staff and company associates
• Installs new or upgraded hardware/software as assigned via service requests. Coordinates installation with the user and follows up to ensure customer satisfaction
• Must be able to manually lift up to 15kg when moving and repositioning personal computers and ancillary equipment
• Participate in team projects as requested (upgrades/rollouts)
• Use of IT ticketing systems to respond to end user issues
• Videoconferencing experience including operation, call set-up and equipment
• Smart-hands support to 3rd line remote teams

Skills:

• Strong analytical and troubleshooting skills
• PC hardware troubleshooting (Dell/HP/Lenovo)
• MS Windows build and support
• Apple Mac build and support is an advantage
• Software installation/troubleshooting
• Experience performing technology refreshes
• Mobile device support (iOS/iPhone/iPads) - excluding warranty hardware repair
• Experience in working with third party client managed mobile applications
• Asset tracking - Weekly tracking of New/Deployed Asset, Lost/Stolen Assets
• Stock room management
• Basic support in Video conferencing equipment
• Hands on experience in Server Side Workstation maintenance like upgrading and patching activities.
• Basic Knowledge of Network & Telephony Support
• Demonstrate initiative and act independently to resolve problems
• Ability to work with customers and achieve successful outcomes in handling difficult situations
• High level of personal integrity with accountability for results