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Role: EUC Consultant (End User Computing) Location: Remote (Someone based out of East Coast) FULL TIME ONLY Key Responsibilities: General Support
- Experience in macOS and Google Workspace
- Ensure that a high level of customer service is consistently delivered
- Handle all IT queries made by Customer employees based in the customer location
- Local monitoring / management of the service IT delivers to the customer location
- Monitor ticket queues/ emails as per the Customer's ITSM process and work towards the timely resolution by interacting with the relevant teams/ third-party vendors
- Undertake initial diagnosis, categorization and prioritization of the incidents and service requests and perform first line resolution where applicable
- Escalate unresolved incidents/ issues/ emails to relevant resolver teams and 3rd party vendors
- Track incidents and service requests through the available ITSM process and tools.
- Keep end users informed on the status and progress of incidents and requests until an agreed resolution is met.
- Identify problem trends and potential issues and escalate as necessary.
- Provide required support for build, configure and software installation of laptops, desktops
- Install applications ensuring that the software is approved and licensed correctly by Customer
- Printer configuration and installation
- Support scheduled maintenance of local IT Infrastructure in coordination with the relevant teams/ 3rd party vendors Assist and provide required support with any third