Job Description
Depot Support Technician
Full-time
100% Onsite support
Essential duties for the position include, but are not limited to the following:
- Hardware Inventory Management ensuring stock levels are constantly monitored.
- Hardware request and receipt through our internal ordering system.
- Actively monitoring the ticket queue and managing requests through to completion.
- Housekeeping on IT rooms.
- Supporting events like annual Power down – post desk checkouts (PC/monitors/Mouse + Keyboard/desk phone/headset/webcam).
- Supports hardware decommissioning events.
- Supports Business moves / changes – ensure involvement in early stages of planning.
- Managing escalations through to conclusion.
- Manage client expectations.
- Setup and installation of Temporary training rooms / Office wide events - Expo's.
- Comms room patching.
- Supports work from home hardware requests.
- Ensure that policies and guidelines relating to overtime and expenses are adhered to. All local guidelines for cost control are adhered to.
- Manage own workload to ensure that assigned activities are completed within targets defined within SLA’s/OLA’s.
- Demonstrate high levels of customer care behaviours at all times and adopt an approach that shows consistent commitment to providing a customer focused quality service.
- Work across lines of service to ensure a coordinated approach to providing support for the customer.
- Actively participate in a program of Continuous Service Improvement taking ownership of actions that deliver results.
- Perform basic troubleshooting, system upgrades and replacements for employees.
- Deploy equipment for new hires and refreshes and collect equipment from offboarded employees.
- Evaluate user requests and requirements and recommend effective technological solutions.
- Install, configure, and troubleshoot hardware, including desktops, laptops, and peripherals.
- Will be required to work outside business hours and participate in additional weekend work.
- Image/re-image computers, configure IP phones and mobile phones.
JOB REQUIREMENTS/QUALIFICATIONS:
- Proven ability to work independently with little supervision as well as in a team environment.
- Excellent communication, interpersonal and customer care skills.
- Ability to work well under pressure and to tight timescales.
- Strong organizational and problem-solving skills.
- Knowledge of Windows operating system, applications, and computer hardware.
- Interacting with other support groups across multiple platforms.
- Experience using a help desk call management system.
- Technical grasp of strategic platforms such as Microsoft, Networks and Security, WAN, LAN.
- Industry standard certifications a plus (MCSA, A+, Network+, CCENT, CCT).
- Shell scripting experience a plus (Windows PowerShell, Perl, Windows cmd line).
- Experience in the financial industry.
- An understanding of ITIL Service Support and Delivery disciplines and methodologies.
- Focus on customer service.
Job Tags
Full time, Temporary work, Local area, Work from home,