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 an 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 detailed 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 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.
• Resolve intermediate to complex computer software and hardware problems by applying troubleshooting and problem-solving skills.
• Install and configure company standard applications.
• Support key service level goals 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.
• Document customer communication and technical steps taken for future troubleshooting and business continuity.
• Maintain communication with Desk-side Management Team regarding 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 the 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 in 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.