Job Summary: 

• Answer all inbound service support calls in a timely and professional manner.
• Triage all service support calls while adhering to internal protocols and escalating any issues.
• Work all incoming service tickets on a FIFO, SLA-based system.
• Assist senior-level and field technicians.
• Provide outstanding customer support to all clients.
• Document work performed for the client in a user-friendly and easy-to-understand way.
• Provide technical documentation and notes to co-workers and internal documentation systems.
• Communicate effectively with end-users.
• Provide operational support for current systems.

Skills on Resume: 

• Call Handling (Soft Skills)
• Issue Triage (Hard Skills)
• Ticket Management (Hard Skills)
• Technical Assistance (Hard Skills)
• Customer Support (Soft Skills)
• Work Documentation (Hard Skills)
• Technical Writing (Hard Skills)
• User Communication (Soft Skills)

Job Summary: 

• Provide efficient and effective Tier 1 help desk support to business personnel.
• Provide support, installation, integration, and testing on business applications.
• Listen, analyze, and correct any tablet issues that drivers experience.
• Ensure all computers and office equipment run efficiently to meet business needs.
• Troubleshoot office equipment, including computers, printers, scanners, and MFDs.
• Use excellent communication skills to support remote locations via phone and remote desktop connections.
• Manage and maintain the company’s data wiring, switches, and telephone services.
• Partner with vendors and outside resources to improve PTI’s equipment and software.

Skills on Resume: 

• Help Desk Support (Hard Skills)
• App Installation (Hard Skills)
• Tablet Troubleshooting (Hard Skills)
• Equipment Maintenance (Hard Skills)
• Office Equipment Repair (Hard Skills)
• Remote Communication (Soft Skills)
• Network Management (Hard Skills)
• Vendor Relations (Soft Skills)

Job Summary: 

• Provide remote IT support while monitoring requests via the ticketing system, email, and chat.
• Analyze the cause of issues and develop checklists for typical problems.
• Document issues and resolutions in the tracking system.
• Recommend procedures and controls for problem prevention and set clear, reasonable expectations for resolution and time frames.
• Receive hardware and software, image, and set up new and reconfigured personal computers.
• Share problem resolutions and unique cases with the team to grow the knowledge base and improve policies and procedures.
• Collaborate with hardware and software vendors on products, support, and troubleshooting.
• Leverage technical skills to diagnose, isolate, analyze, and resolve problems.

Skills on Resume: 

• Remote IT Support (Hard Skills)
• Issue Analysis (Hard Skills)
• Issue Documentation (Hard Skills)
• Problem Prevention (Hard Skills)
• PC Setup (Hard Skills)
• Knowledge Sharing (Soft Skills)
• Vendor Collaboration (Soft Skills)
• Problem Diagnosis (Hard Skills)

Job Summary: 

• Work with Grade Level 1 to maintain individual client SLAs by responding to open tickets on time.
• Perform onsite visits for troubleshooting and deployment of customer desktops and equipment.
• Work on customer projects within teams of Cloud Service team members and Project Engineers.
• Respond and troubleshoot tickets submitted via the chat feature.
• Respond to calls, tickets, and emails to troubleshoot reported issues in a helpdesk environment.
• Troubleshoot, monitor, and maintain client computers and desktop applications.
• Support current Windows operating systems from XP through Windows 10.
• Support the current Microsoft Office Suite.
• Escalate unresolved issues to the appropriate internal channel.
• Remotely configure smartphones to various email systems.
• Perform desktop imaging and building for customers.
• Translate complex technical terms and concepts into layman’s terms.
• Answer calls and create tickets to resolve or escalate issues to cover Level 1.
• Monitor backup offerings, perform basic troubleshooting, and escalate alerts on demand to cover Level 1.
• Reconcile licensing for Cloud Service offerings to cover Level 1.

Skills on Resume: 

• SLA Management (Hard Skills)
• Onsite Troubleshooting (Hard Skills)
• Helpdesk Troubleshooting (Hard Skills)
• System Maintenance (Hard Skills)
• Windows Support (Hard Skills)
• Office Suite Support (Hard Skills)
• Smartphone Configuration (Hard Skills)
• Technical Translation (Soft Skills)

Job Summary: 

• Provide Level 1 and 2 support for 400+ Mac users on laptops, including monitors, tablets, printers, peripherals, and applications.
• Manage computer and data security, including encryption and anti-virus updates.
• Perform installation and image management.
• Document and troubleshoot procedures.
• Configure, maintain, and troubleshoot printers and print clients.
• Maintain inventories of software, hardware, and peripherals using asset management software.
• Configure and troubleshoot user accounts for both in-office and remote users.
• Train users on basic Mac functions and application usage.
• Maintain thorough record-keeping and documentation.
• Complete other projects and duties.

Skills on Resume: 

• Mac User Support (Hard Skills)
• Security Management (Hard Skills)
• Image Management (Hard Skills)
• Procedure Documentation (Hard Skills)
• Printer Troubleshooting (Hard Skills)
• Asset Management (Hard Skills)
• Account Configuration (Hard Skills)
• User Training (Soft Skills)

Job Summary: 

• Identify and resolve end-user break/fix issues (desktop computers, printers, scanners, phones, verifying network connections, etc.).
• Log daily user support calls in the helpdesk ticketing system.
• Maintain continuing education and documentation of common systems and end-user tasks to better expedite closing of routine and repetitive problem calls.
• Provide support on Windows 10, Windows Server 2008-2019, Microsoft Office, and various other business applications.
• Administer user accounts in Active Directory.
• Troubleshoot issues with hardware and network connectivity.
• Build and deploy PCs and Laptops for new employees or replacement systems for existing users using automated tools.
• Engage software and hardware vendors when escalation is required to resolve issues.
• Juggle multiple projects and tickets.
• Complete other projects.

Skills on Resume: 

• Break/Fix Support (Hard Skills)
• Ticket Logging (Hard Skills)
• System Documentation (Hard Skills)
• Windows Support (Hard Skills)
• Account Administration (Hard Skills)
• Network Troubleshooting (Hard Skills)
• PC Deployment (Hard Skills)
• Vendor Coordination (Soft Skills)

Job Summary: 

• Provide technical support to TCB employees via phone, remote screen-share, and in person while adhering to company standards and guidelines.
• Remotely support employees who are based on-site, traveling, or working from remote offices.
• Demonstrate basic knowledge of VOIP, hosted PBX, and enterprise cloud-based phone systems.
• Perform software deployment and implementations.
• Document support activities thoroughly in a ticketing system, track ongoing issues, and provide effective solutions.
• Create Knowledge Base articles for unique solutions to new technical challenges that arise.
• Maintain computers and mobile devices with updates to ensure usability and security.
• Identify and diagnose any issues that arise and offer effective solutions, following through to resolution.
• Work with vendors and staff to create desktop and laptop images with the latest updates and configurations.
• Represent the IT department with the highest level of professionalism and customer service.

Skills on Resume: 

• Technical Support (Hard Skills)
• Remote Support (Hard Skills)
• VOIP Knowledge (Hard Skills)
• Software Deployment (Hard Skills)
• Issue Documentation (Hard Skills)
• Knowledge Base Creation (Hard Skills)
• Device Maintenance (Hard Skills)
• Customer Service (Soft Skills)

Job Summary: 

• Manage software and hardware for mobile devices (Android smartphones and tablets) for 700+ devices and end users (150+ white-collar and 550+ blue-collar users).
• Administer and manage SIM cards under the Proximus contract.
• Provide first and second line support for mobile devices and various apps such as KFM, IBR, SOTI, MobiControl, and Microsoft Teams.
• Act as a point-of-contact and key user for Android mobile devices and related applications.
• Train and educate end users on new features or best practices.
• Maintain inventory for mobile devices using Excel and SAP.
• Report timesheets accurately and on time.
• Manage whitelisting processes.

Skills on Resume: 

• Mobile Device Management (Hard Skills)
• SIM Administration (Hard Skills)
• Mobile Support (Hard Skills)
• Key User Role (Soft Skills)
• User Training (Soft Skills)
• Inventory Management (Hard Skills)
• Timesheet Reporting (Hard Skills)
• Whitelist Management (Hard Skills)

Job Summary: 

• Monitor Help Desk from 0730-1600 M-F.
• Provide systems administration, including maintaining Active Directory, adding/deleting accounts, and password resets
• Respond to PG component malfunctions and replenish supplies.
• Resolve more than 3000 walk-in/phone/email requests for assistance per year.
• Perform technical troubleshooting for polygraph software such as Axciton (version 10.6.73), Dictaphone Freedom Digital Voice Logger (version 2000-2003), and Windows operating systems.
• Serve as the point of contact for in-house technical support to all SCI personnel utilizing A522 systems.
• Serve as the liaison between the A522 PG Division and the service.
• Provide any technical support for external and internal classes that are conducted for the A522 PG Division, including set up, technical support, and break down of all technical equipment.
• Perform ad hoc queries as directed by the A522 Operations.
• Utilize the A522 Technology Team ticket tracking system to log, track, and report services provided.

Skills on Resume: 

• Help Desk Monitoring (Hard Skills)
• Systems Administration (Hard Skills)
• Supply Management (Hard Skills)
• Technical Troubleshooting (Hard Skills)
• Point of Contact (Soft Skills)
• Liaison Role (Soft Skills)
• Classroom Tech Support (Hard Skills)
• Ticket Tracking (Hard Skills)

Job Summary: 

• Serve as first-line IT support by solving general technical problems and providing assistance on a wide range of IT systems.
• Answer and respond to all incoming calls and contacts to the IT Service Desk.
• Provide excellent customer service and follow up to ensure satisfactory resolution.
• Monitor systems and take appropriate action to maintain service-level goals.
• Participate in various IT services and technology projects in addition to standard service desk responsibilities.
• Perform day-to-day monitoring of all systems, including end-user support, user security access, and base-level administration for Microsoft Operating Systems, O365, Windows 10, Active Directory, AS400 systems, and network communications.
• Provide service desk application support via phone and GoTo remote access to field locations.
• Administer base-level network Active Directory user account passwords.
• Learn and perform base-level M3/AS400 user account and role password administration.

Skills on Resume: 

• IT Support (Hard Skills)
• Call Handling (Soft Skills)
• Customer Service (Soft Skills)
• System Monitoring (Hard Skills)
• IT Project Support (Hard Skills)
• Application Support (Hard Skills)
• Account Administration (Hard Skills)
• Password Management (Hard Skills)