End User Support

As a member of the End User Support team, the incumbent, with a minimum of 5 years technical experience is customer service oriented and provides timely and high quality technical support to customers. A Technical Certification (Microsoft/HP/Dell) and Strong understanding of Client based Operating Systems would be an added advantage on this role.Responsibilities:· Provide customer facing end-user support that includes - Break-fix support for Laptop, desktop, tablets and associated hardware peripherals - IMAC support including large scale/bulk office moves/re-stack activities (all moves) - Support for Operating System, base load software, MS Office suite and other business application - Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs - Access related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries - Support for the Mobility devices (IOS/iPhone/IPads) - VIP and home-based office (HBO) user support · Manage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenance · Respond to end-user requests for updates on ticket status and promptly follow up as needed. · Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement) · Perform managed print service invoicing/meter read/polling report verification · Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs · Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades. · Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support · Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.