VDart Inc
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Perform varying degrees of problem analysis and resolution of software and hardware issues relating to desktops and laptops. Perform the below activities while adhering to Service Level Agreements (SLA) and be able to independently prioritize based on urgency.Perform Installs, Moves, Adds and Changes (IMACs) of hardware and softwareBecome familiar with local and regional infrastructure, key contacts, and escalations in regards to other teams in the businessDemonstrate outstanding understanding and communication when working with clients, in English and local regional languagePerform break fix support for a wide range of hardware and software (site specific software competency will be trained while on the job)Preferred Skills And Common Tasks On The JobExperience based Windows 7 support oBitLocker encryptionConfiguration/imagingCrash/BSOD resolutionInstallation environmentExtensive Windows OS troubleshootingHardware support and troubleshootingTroubleshooting hardware issuesReplacing desktop/laptop hardwareInstallation of peripheral devicesMicrosoft Office proficiency o Proficiency in Word, Excel, Lync, Outlook, Access, PowerPoint (usage and support) o Visio, Project (support) o Able to create documentation and contribute to KB articles o O365 supportBasic network troubleshootingExperience working with basic network hardware (switches)Troubleshooting connectivity issuesThorough understanding of wireless/wired networksCustomer service skillsComfortable working with people in a professional settingAble to provide a calming demeanor when frustrated with the customer to reach a positive conclusionITIL Framework and methodologyExperience on working on Ticketing system like SNOW, Remedy. HPSM etcAsset & CI managementProcurement of Assets in coordination with OEM vendorsTracking of Hardware and software AssetsMDMUnderstanding on Android and Apple OSBasic troubleshooting skills on mobile devices