Customer Service Technician coordinating post - installation activities at a global automation company. Ensuring optimal project management and client communication in Italy.
About the role
- SME Computer User Support Specialist handling deployment of IT solutions and providing technical assistance. Delivering 24/7 technical support across various locations with a focus on user satisfaction.
Responsibilities
- Provides technical assistance to computer users
- Answer questions or resolve computer problems for clients in person, or via telephone or electronically
- May help with the use of computer hardware and software, including printing, installation, word-processing, electronic mail, and operating systems
- Provides technical/management leadership on major tasks or technology assignments
- Provide day-to-day technical guidance and desk side support technical assistance to team members
- Establishes goals and plans that meet project objectives
- Experience with domain and expert technical knowledge
- Directs and controls activities for a client, having overall responsibility for financial management, methods, and staffing to ensure that technical requirements are met
- Deliver 24/7/365 IT technical support to approved seat service end users at 1650 different CONUS and OCONUS locations and sites to ensure proper configuration, installation, and maintenance of data input/output devices
- Provide timely restoration and proper maintenance of laptops/tablets/workstations and peripheral devices
- Identify logs and track user issues, software conflicts and hardware device conflicts through IT incident ticketing system; provide resolution and/or escalate for assistance
- Provide desk side technical support services that require technical support or root cause determination that exceeds Tier 1/2 support capabilities
- Update and maintain a knowledge base for investigating, diagnosing, and resolving incidents as applicable
Requirements
- Associate or Bachelor's degree in a related field
- 9 years of experience in Computer User Support
- COMPTIA Security Certification, preferred
- Secret Clearance is required
- Must be able to pass a background check
- Minimum Skills: Must possess problem-solving skills
- Exceptional communication skills, both oral and written
- Ability to respond effectively to customers with a sense of urgency
- Proficient in Microsoft and Adobe toolsets, including Excel, Word, PowerPoint, Acrobat, etc.
- Highly motivated with the ability to handle and manage multiple tasks at any one time
- Ability to forge new relationships, individual and teaming in nature
- Must be a Self-starter, that can work independently and as part of a team.
Benefits
- Medical, Dental and Vision Insurance
- Wellness Program
- Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
- Short-Term and Long-Term Disability options
- Basic Life and AD&D Insurance (Company Provided)
- Voluntary Life and AD&D options
- 401(k) Retirement Savings Plan with matching after one year
- Paid Time Off
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