Perform analysis, diagnosis, and resolution of PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed.
Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
Collaborate with other members of the IT team to analyze and respond to technical problems and participate in cross-training sessions.
Prioritize, respond and follow up on issues reported by the end users.
Initiate and solve complex technical issues and escalate accordingly.
Perform fixes at the desktop level, including installing and upgrading software, and configuring systems and applications.
Communicate software problems and issues to software development and support teams.
Contribute to the documentation of technical requirements and specifications.
Provide functional and technical application expertise.
Work with end-users to minimize impact when production applications fail.
Ensure proper resolution of any system issues as established in the SLA.
Provide on-call support outside of regular business hours as needed.
Complete special projects as requested; validating functionalities; analyzing existing applications.
Identify repeated issues and partnering with development teams, progressively improve platform.
Collaborate with development teams to work through applications interdependencies.
Maintain system support documentation to provide a more effective troubleshooting.
Institute operational best practices for all systems support.
Provide first screening of client technical issues.
Provide support to Team mates such as Field Technicians and Technical Support.
Responsible of follow up to different areas and/or departments to assure client issue is resolved.
Ensure client satisfaction and needs are comply.
In depth troubleshoot and determine service IT problems .
Ability to utilize company tools to provide client a quick resolution of the situation.
Prepares activity & status reports regarding the work and tests performed to client situations that will identify generals and recurrent failures.
Will provide client outages status thru email and/or phone calls.
Will provide client closure resolutions of their cases.
Will identified priorities on call attended and will canalize them to the correct area for a faster resolution.
Constantly monitors and follows up on networks status, generating notifications and deploying them to maintain other areas up to date.
Track current trouble tickets assuring that they are resolved in a timely manner and/or escalate them if necessary, to the respective area and/or Supervisor/Manager/Director.
Document network support activities.
Identify the causes of networking problems.