Technical Support
AUST
Total years of experience :16 years, 8 Months
Duties:
• Perform desk‐side support service per Client’s pre‐defined/location specific service
process.
• Manage workflow and service request through Client’s call ticketing system
• Imaging/Re‐Imaging end user desktop and laptop machines
• Software installation, configuration, and troubleshooting for end users
• Hardware and Software upgrades
• Performance of IT support duties as defined by the appropriate PMU team lead
• Network printer installation/configuration
• General Desktop Support/Project Coordination/Move activities
• High level of customer focus and strong customer support commitment.
• Support and assist colleagues; commit to and be accountable for overall group
success.
• Work with other support groups and vendors to provide seamless support to
customers.
• Monitor, analyze and address reliability and performance issues.
• Analyze problems, develop creative solutions and assess risks/benefits.
• Develop strategies for resolving them and preventing future occurrences.
• Work with 2nd level support group to assist with application
design/development/upgrade testing and implementation.
• Assess and address compliance with applicable IP Policies, Standards and Technical
controls.
• Continually keep abreast of and understand Client's IP policies, standards and
technical controls and compliance process. Advocate and promote IP awareness
and compliance.
• Document supported system and application procedures and processes.
• Staffing the help desk as needed.
• Keep abreast of technology changes and Client's operating environment changes to
assess potential impact to supported systems and applications and to proactively
look for opportunities to improve service and/or reduce costs
• Participate in Change Management Process (scheduled outages).
• Occasional after‐hours and weekend support is required.
• Participate in project work as assigned.