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Desktop Technician/Telco Support

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Aquent's technology company is seeking Desktop Technician/Telco Support. Are you looking to join a fast paced, dynamic team where you can put your interpersonal skills to use while solving technical problems? Our client is looking for customer-focused Desktop Technician for their Menlo Park office. If you love working in a culture of lean experimentation and rapid iteration, they have a challenge for you!

The role of Desktop Technician is to help Employees with all facets of the corporate computing environment. The Desktop Technician must combine an understanding of Macintosh , Windows and VoIP with firsthand experience. Excellent communication and interpersonal skills combined with technical skills are essential to providing a “white-glove” level of support to the employee community.

Job Responsibilities
Ability to troubleshoot software, hardware and connectivity issues remotely
Ability to understand & articulate root cause on customer issues
Experience with installation, upgrade, and maintenance of software, hardware, and peripherals
Familiarity with encryption and security tools and triaging within this environment
Assist customers in gaining access to various systems and servers
Provide support for remote employees using Citrix environments, VDI machines, and Avaya/Cisco telephony
Setup and maintain shared mailboxes/distribution lists in Exchange Distribute and patch software using Casper and LANDesk technologies
Communicate call trends and challenges in daily team meetings
The ability to take on small projects from start to finish
Keep Knowledge Base and process documentation up-to-date.
Work closely with the team to resolve or properly close aging tickets.
Manage the individual and ticket queue for the team
Ensure the highest level of customer satisfaction.

Requirements
Prior Service Desk or Desktop Support experience required
One year of desktop based hardware support experience preferred
Familiarity supporting Mac OS X & Windows 7
Familiarity supporting VPN issues
Familiarity with wired and Wi-Fi Networking bound to Windows Active Directory
Familiarity with Exchange, AD, Software Distribution Systems, and related technologies
Understanding of VoIP systems and able to provide basic support.
Able to make MAC’s Moves/Adds/Changes to VoIP systems.

Interpersonal Skills
Self-starter
Passionate about providing excellent customer service and follow-thru to completion
Good problem solving, diagnosis and troubleshooting skills
Ability to communicate technical issues in non-technical terms
Ability to work independently and within a team
Ability to work with cross functional teams

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