End User Compute - onsite role Global customer
Planet Intelligent Technology are on a mission to empower businesses with the best IT solutions, and we are growing rapidly! If you are an experienced EUC Technician looking for an exciting opportunity to work onsite at a global customer with massive potential for career growth, we want to hear from you.
As a End User Compute Technician (EUC), you will play a critical role in our team. You will be the point of contact for one of our Global clients.
We are looking for someone who can support our client in delivery of services and solutions, an analytical based perspective to identify improvements and provide detail information to our customer base. A tech enthusiast to foster and build strong client relationships. The EUC Technician is a key role ensuring client satisfaction and success to our valued clients.
This is an evolving role and will provide the right person the opportunity to grow into a service-oriented roles that provide both commercial, operational, and technical insight. As the role evolves with the clients Planet will support and drive the enhancement of the role to enable the successful candidate to evolve and enhance their professional growth.
Role summary & Key Responsibilities:
With minimal and/or remote supervision, responsible for receiving user tickets through electronic systems properly documenting all actions taken and communicating effectively with the user community throughout the life cycle of a ticket.
Resolves intermediate to complex computer software and hardware problems by applying trouble shooting and problem-solving skills
Install and configure company standard application
Supports key service level goal is including response time and end user satisfaction
Provide comprehensive technical support services to the Client’s onsite personnel, customers and service providers
Perform IMAC related tasks as assigned (e.g., hardware break/fix and hardware or software upgrades) based on assignment
Troubleshoot and resolve issues within the software & hardware environment
Maintain incident management system with up-to-date information on ticket progress
Ensure the status of tickets to ensure proper escalation and resolution of incidents consistent with established SLAs
Follow detailed Asset Management procedures
Provide testing and support services for conferences
Assist with troubleshooting internal VoIP telephones
Coordinate with internal IT infrastructure support groups to appropriately escalate incidents
Escalate unresolved incidents to other technical support for execution. Documenting customer communication and technical steps taken for future troubleshooting and business continuity
Maintain communication with Desk-side Management Team in regard to asset management, incident management, and overall communication in a “proactive” environment
Contribute to accurate technical information and best practices concerning property applications and hardware/software troubleshooting documentation
Ensure compliance in accordance with the organization’s policies, procedures, and state, federal and local laws
Maintain compliance with all company policies and procedures, including safety rules and regulations
Liaise as necessary interdepartmentally to seek resolutions to all reported issues
Ensure customer support requests are worked directly with Client’s service providers for escalation and resolution
Perform necessary operational related tasks and special projects as assigned by management
Liaise as necessary interdepartmentally to seek resolutions to all issues reported
Must be able to lift desktops, laptops, monitors, printers and other IT related equipment
Travel between sites as and when required
Desired Personal Skills:
Excellent interpersonal and communication skills both verbal and written.
Experience in similar working environments.
The ability to work independently or as part of a team.
A proactive approach to supporting wider team.
The ability to multitask and work in a challenging environment.
Be the escalation point of contact for team members and customers.
Excellent eye for detail
Excellent communicators, passionate about helping customers succeed
Ability to build authentic relationships
Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario
Excellent communication and customer service skills. Dedication to customer service
Excellent teamwork skills
Excellent desktop support technical skills
Experience on supporting and troubleshooting Microsoft Office 365, Windows Operating Systems, VPN client software (Cisco), Remote Desktop tools (Bomgar)
Ability to perform root cause analysis and determine appropriate course of action based on results
Education
BS or BA degree preferred or equivalent work experience
A+ Certificate
Microsoft Certified Professional certification a plus
Experience
Minimum of 12 months of Desktop support experience
Working Relationships
Maintain inter-department relationships to resolve reported incidents
Effectively communicate with extended service provider and IT infrastructure groups
Develop communication and working relationships with supervisors and colleagues