Apptad- Desktop Support (L2 support)

Join Us AS Apptad- Desktop Support (L2 support)

Company: Apptad

Job description: Role- Desktop Support (L2 support)Location- Miami, FL

Candidate with 7+ years of experience with excellent organizational skills.
Previous experience of working in an IT support role with excellent IT skills and computer literacy.
Previous Experience within a customer service role
Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.
Ability to demonstrate practical troubleshooting and problem analysis techniques.
Good attention to detail and ability to show initiative.
Ability to plan and priorities work load without supervision.
Ability to priorities, manage and perform under pressure to meet SLA’s.
Excellent knowledge of Customer Service best practice.
Willing to work flexibly and with enthusiasm.

Technical skills required

Basic understanding of hardware / software / network problem diagnosis / resolution via telephone for customer’s end users
Route problems to internal I.M. support staff. Help desk, customer service, and support experience with problem solving involving
Hardware, software, and networks. Phone support experience necessary. Windows Operating systems , Clients: Windows XP, Windows 2000, Windows 98 ,
Remote desktop connectivity applications: RDP, PCAnywhere , MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/Exchange,
Internet browsers (e.g. Explorer, Netscape and Firefox), VPN and remote dial-in users, Support for laptop, desktops, and printers, PDA and blackberry support.
Customize desktop hardware to meet user specifications and site standards
Performs work in compliance within specified warranty requirements
Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels
Safely package equipment for branches and arrange for the transport of the equipment
Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network
When the restoration is beyond the scope of the computers, laptops, printers and any other authorized peripheral equipment the Desktop Support Administrator will escalate the issue/problem to proper tier 3 support team member
Develop trends by monitoring and analyzing incoming calls, problems and support