Performs Problem determination and resolution for End User Devices (including Equipment and Software issues), in accordance with the requirements of the End User Services and associated Service Levels.
Performs install, move, add, and change (IMAC) activities, as well as data backups and restores as applicable. Serves as the main interface to Authorized Users.
Coordinates Incident and Problem resolution with other Towers, as applicable. Supports Authorized Users and End User Devices and performs break/fix and refresh activities as required by Customer.
Required Skills and Experience:
Demonstrated understanding of the Customer IT Environment
Demonstrated technical knowledge of supported platforms (e.g., Equipment, Software, Windows or Apple PC platform, supporting Network)
Proficient communication skills
Remote Troubleshooting (Phone / Chat)
Demonstrated technical experience supporting mobile devices (iOS Devices)
Mobile device management utilities (MobileIron)
Remote Desktop support experience
RDP, Kaseya, Bomgar, LogMeIn
Work experience and extensive knowledge of Windows builds and Software break/fix
VPN Support
AnyConnect
Working knowledge of the Customer ITSM Tool
Working knowledge of Software distribution tools and Active Directory
