End User Technician Support

Principal Accountabilities/ Responsibilities:
Identifying, diagnosing, and resolving level one issues in computer hardware and software in mainframe systems such as laptops and PCs.
Installing and upgrading hardware and software and providing complete assistance while configuring hardware, software, and peripherals of the end user systems.
Providing general desktop support, project coordination, imaging/ re-imaging PCs, and laptops.
Providing one-on-one assistance to the end user regarding the technical flaw, either by phone, emails, or in person.
Resolving network related issues like local area connection problem, network access, mails, internet, dial-ins, etc.
Coordinating with the third-party service provider for timely repair of the system under the maintenance agreement warranty, and repairing minor flaws in hardware if not covered under the same.
Providing assistance in installation of other peripherals like printers, scanners, etc., cabling systems like local area network cables, network interface cards, wired switches, etc. Divisional, local, enterprise incident management support.
Collaborate with Service Desk LeadDivisional IT LeadsISFQ Businesses.
Assist in change management efforts.
Provide feedback to services and capabilities provided by IT.
Responsible for customer satisfaction, service level objectives and IT improvement plans.
Occasional travel to other First Quality locations required

Education and experience requirements:
Bachelor’s Degree in Computer Science, related field or equivalent experience.
Strong problem solving and decision-making skills.
Excellent written and verbal communications skills.
Fluent in English.