The IT Client Support Technician is responsible for managing the technical client environment, providing technical expertise for Windows, Apple and Android environments, VoIP phones and printer/MFP including but not limited to, troubleshooting , testing, installation, configuration, maintenance and application integration. Must have strong knowledge of current and emerging software and hardware technologies.
Call Logging & Assignment: Respond to incoming requests (e.g., e-mails, dashboard alerts, chat, telephone calls, voicemail, or in person) and accurately identify, diagnose, prioritize, log and dispatch, escalate or resolve the service requests within established SLA standards, entering and reporting technical problems, causes and solutions within the call logging software.
Support: Understand business concerns and needs, and identify unique opportunities and assist in developing solutions for customer and company needs, committing to providing superior customer service, communicating technical issues both orally and in writing and operate in high pressure situations and successfully handle multiple priorities while remaining positive and flexible.
Diagnosis: Diagnose current Windows, Apple, Android, telephony and other technology related hardware and software problems by asking accurate, concise, questions in a professional and timely manner.
Troubleshooting: Troubleshoot issues for problem recognition, research, isolation, resolution, and follow up for desktop, mobile (both hardware and software) and enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues, repairing/replacing hardware as necessary.
Documentation: Create and maintain documentation for all standard Technical Support policies, procedures, and practices and develop how-to documentation, training material and FAQ lists for customers.
Project Participation: Support all Starz key identified projects including but not limited to rollouts and upgrades, and lead basic technology related projects.
On Call Duties: Participate in the On-Call rotation duties being available 24x7 during scheduled times to respond to emails and phone calls during the on call period.
Desired Degree Bachelor's
Desired Job Experience
Bachelor’s degree with an emphasis in Computer Science, Computer Information Systems, or similar discipline; Understanding of network technologies including DNS, mail transport, TCP/IP, network file systems, cabling topologies, gateways, bridges, routers, switches and interconnecting LAN/WAN; And/or Training; And/ or equivalent combination of education and experience.
Microsoft and/or Apple Certifications preferred or the ability to obtain within a 12 months of hire.
Current Apple or Dell Hardware Certification or certification within six months of hire.
Must have strong knowledge of current and emerging software and hardware technologies.
Strong organizational skills and ability to prioritize work to meet deadlines.
Exhibit strong work ethic and responsible behavior and must maintain confidentiality of information at all times.