Software Technical Support

We are currently looking for an experienced and proactive IT Onsite Support Specialist to join our team in Angel Lane area. This is a diverse and challenging position ideal for someone passionate about IT support, eager to make a daily impact by ensuring timely, professional resolution of support requests and incidents. You will be the go-to person for onsite support and the escalation point for issues beyond Tier 1 and 2 resolution. Provide support that consistently meets or exceeds Customer expectations; Determine and recommend which products or services best fit the customers\’ needs; Support and maintain user account information including rights, security and systems groups; Receive and resolve issues from Tiers 1,2 and 3 if eyes & hands are necessary to solve a hardware or software issue at location/onsite – in cooperation with the resolver group who transferred the issue, if necessary; Provide troubleshooting and problem resolution support for all network devices; Coordinate with third-party vendors to resolve hardware and software problems, as required; Receive and resolve hardware or software related issues from Tiers 1,2 and 3 when break-fix is necessary to solve an issue at location/onsite; Interface with hardware and software vendors for planning and problem resolution; Execute the installation of PCs, peripherals and LAN-based equipment; Assist with setting up security, file access and other administrative procedures associated with moves; Document changes to inventory use and configuration. ITIL V3 Foundation Certification (recommended); Microsoft Operating System / Office Certification(s) will be an asset; Advanced MS Office 365 skills; Scripting, coding skill will be considered an advantage; iOS, Android advanced user; Basic Networking skills; At least 5 years\’ experience in onsite support; Customer oriented (Service awareness); Relationship-builder, at ease with people and capable of quickly building trust.