About this role
Job Summary:
As an Onsite End User Computing Level 2 Engineer at AVASO you will be an essential part of our client support team, ensuring that end-users have a reliable and efficient computing experience within their workplaces. Your responsibilities will include delivering technical support, troubleshooting issues, and maintaining end-user computing environments, covering desktops, laptops, mobile devices, and associated software and peripherals.
Responsibilities:
Onsite Technical Support:
- Provide onsite level 2 technical support to end-users, addressing hardware and software issues in person.
- Diagnose and resolve hardware and software problems for desktops, laptops, and mobile devices on the client's premises.
- Assist end-users with setup, configuration, and software installations.
Incident Management:
- Manage and prioritize service desk tickets for onsite support, ensuring prompt issue resolution and adherence to service level agreements (SLAs).
- Collaborate with remote support teams to escalate and resolve complex issues as required.
- Document all support interactions and resolutions for future reference.
Software and Application Support:
- Install, update, and troubleshoot operating systems, software applications, and productivity tools onsite.
- Assist end-users in resolving issues related to email, collaboration software, and business applications within their work environment.
Hardware Maintenance:
- Perform hardware maintenance, upgrades, and replacements at client locations.
- Manage hardware inventory and track assets to ensure efficient resource allocation and replacement planning.
End-User Training:
- Provide in-person guidance and training to end-users to improve their technical skills and knowledge.
- Create and deliver user-friendly documentation and guides for common tasks and known issues.
Security and Compliance:
- Assist in implementing and maintaining security policies onsite, ensuring compliance with company and industry standards.
- Stay informed about security threats and best practices, taking proactive measures to address vulnerabilities within the client's environment.
Team Collaboration:
- Collaborate with other IT teams and client departments to resolve cross-functional issues and projects on location.
- Participate in knowledge sharing and mentoring junior team members.
Base Skill Set:
- Bachelor’s degree in computer science, Information Technology, or a related field (preferred).
- Proven experience as an Onsite End User Computing Level 2 Engineer or a similar role.
- Excellent working knowledge of Active Directory.
- Excellent customer service and communication skills including providing VIP support.
- Experience supporting large Windows-based environments to desktop level 2 with emphasis on Win 7 OS upwards / Office 2010 and O365.
- Advanced knowledge of Microsoft Office suite of applications.
- Excellent written and verbal communication and customer service skills with proven ability to work in fast-paced environments.
- Commercial experience in an IT support technician role that includes 4 years of technical support experience in a hybrid Windows and MAC environment.
- Experience in working with a helpdesk operation, including Windows and Mac clients.
- 4 years’ Experience with mobile applications/products including iPhone, iPad, and Android Platforms Expertise in iPad / iPhone.
- Self-starter that can collaborate actively with others in a cross-functional team.
- Proven attention to detail and high standards for quality.
- Excellent organizational/administrative/technical skills with agility to re-prioritize as necessary.
- Skilled in documenting written troubleshooting steps and instructions.
- Business professional attire.
- Travel to site locations essential up to 2 to hrs 1 way and further at times.
- Own Car required.