Extelligence is an intelligent partner that goes the extra mile. We provide customized information management solutions for major industries. Our team in Prague and Bucharest is working with international companies, transforming, and adding value to their business on a daily basis. We are growing quickly, and we are interested to bring more talented individuals into our team.
Job Purpose:
As a Desk Side Support Technician there will be opportunities to work with hardware and software to assist the business while ensuring optimum functionality. There will be work with the local and global teams on various assignments and projects. This role allows for a high level of exposure to different cultures, and internal organizations requiring adaptability and strong soft skills.
The Desk Side Support Technician role is fast-paced. Technicians to ensure end users can accomplish business tasks by receiving, prioritizing, documenting, and actively resolving end user help request and incident issue tickets. DSS technicians must have a comprehensive understanding of computer hardware and software. In addition, they must possess excellent communication skills in order to assist computer users.
Responsibilities:
- Follow standard Service Desk procedures.
- Provide courteous customer support to users through phone, walk in, and ticket requests.
- Log all interactions, track and route issues and requests and document resolutions.
- Monitor all open tickets to ensure prompt closure and resolution.
- Identify and escalate situations requiring urgent attention.
- Escalate tier 2 and 3 issues to the appropriate team(s).
- Install, configure, maintain, upgrade, and troubleshoot a wide range of hardware and software used in the company.
- Research inquiries using available information resources.
- Advise users on appropriate action.
- Gather metrics on daily/weekly/monthly requests and work.
- Replace systems (laptop, desktop, and mobile).
- Purchase new systems and accessories and log data into asset inventory system or appropriate records while managing local inventory of IT related equipment. Image new systems using automated technologies (such as SCCM, etc.) and update with needed drivers and patches.
- Deploy and maintain smartphone fleet.
- Maintain loaner devices.
- Assist off site contractors with hardware maintenance.
- Travel between sites to provide support as needed. (locally and within the US).
- Install, configure and support software. Data Center operation support. Provide assistance to other towers. Assist with acquired company integration.
Technical Skills:
- Experience with IT infrastructure area support – DSS, Multiple Workstation OS (Window, Mac), Multiple Mobile OS (Android, iOS), Networking, Printing Services, etc.
- Experience with one or more of the following is a plus: Active Directory, Group Policies, SCCM, IIS, scripting, server HW, Systems Administration/System Engineer Microsoft certification.
- Familiarity with various computer cabling, printers, document scanners, barcode scanners, projection devices, networking, digital and analog telephony, VoIP, and other office technologies.
External Requirements:
- Minimum Bachelor Degree; with a technical major, such as engineering or computer science OR 2+years of experience in Help Desk or Desk Side Support positions with a high school diploma.
- Experience with Cleanroom protocols and procedure (preferred).
Soft Skills (Competencies):
- Listening skills, verbal communication skills, customer service skills, problem-solving skills, teamwork skills.
- Ability to understand and speak the language of business. Self-management skills.
Communication:
- Very good communication and customer related skills.
- Effectively interacts with both business and technical audiences at multiple levels, including top executive managers Knowledge and Expertise Demonstrates deep understanding of relevant technology, architecture, processes and practices.
Working with Extelligence:
- We take care of the important things that matter to contractors, for example, we guarantee on-time payment for your work. You will never have to chase us for payment.
- We always seek to have long term relationships with our team and we always seek to offer opportunities to extend cooperation beyond the first contract or project.
- Extelligence is a multicultural team, we have more than 15 different nationalities working with us.
- We also organize events to bring our team together including team building activities and social events.