IT Support Engineer ( onsite )

@IT Service posted 2 weeks ago

Job Description

We have an exciting opportunity for an Onsite Support Technician to join our Onsite Support Team i. This is a new position to accommodate our growth in our Chandler user community. The Technician's role is to support and maintain in-house computer systems, desktops, and peripherals. This includes ordering, installing, diagnosing, repairing, maintaining, and upgrading all hardware and software while ensuring optimal workplace performance. The individual will also troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required. Configures, troubleshoots and supports desktops / laptops, peripherals and cell phones.

DUTIES AND RESPONSIBILITIES

  • Provides support for Email, enterprise applications, computer provisioning, VPN and other services.
  • Follows all IT standard processes and procedures along with monitoring license compliance.
  • Provides support of 7/24 Global Support process by serving as Tier 1 / Tier 2 point of contact and owner of problem/incident.
  • Assists with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software within established standards and guidelines.
  • Follows all IT standard processes and procedures along with monitoring license compliance.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Logs all customer requests and updates calls utilizing the designated call handling and tracking system.
  • Provides Helpdesk, Deskside and Walkup hardware and software support as needed.
  • Provides general knowledge of all Customer standard products as defined per engagement.
  • Performs other duties as assigned.

Education and experience

  • Minimum of four (4) years’ experience in similar role working experience in a technical support/helpdesk, high profile customer service environment.
  • Bachelor’s Degree in Computer Science, Business Administration or equivalent a plus.
  • IT related certifications desirable.
  • Experience in the use and support of Disk imaging, remote access and knowledge of phone system support is required.
  • Strong competence with the various tools, procedures, programming languages used to accomplish the job.
  • Strong experience in the use of IT related software and hardware, printers, and using Helpdesk software.
  • Able to demonstrate leadership skills and take ownership of customer issues reported and provide escalation as deemed appropriate to ensure management awareness of severe problems or calls that are exceeding documented target resolution times.
  • Strong computer skills needed to research, diagnose, troubleshoot, and identify solutions to customer issues
  • Willingness to comply with standard procedures for proper handoff of unresolvable issues to the appropriate internal teams in order to maximize customer satisfaction
  • Commitment to documenting knowledge in the form of knowledge base tech notes and articles

Skills
Working at the cutting edge of tech, you’ll always have new challenges and new problems to solve – and working together is the only way to do that. You won’t work in a silo. Instead, you’ll be part of a creative, dynamic work environment where you’ll collaborate with supportive colleagues. There is always space for creative and unique points of view. You’ll have the flexibility and trust to choose how best to tackle tasks and solve problems.
To thrive in this job, you’ll need the following skills:

  • Exceptional customer service skills and excellent communication skills to provide prompt and accurate feedback to customers in a professional manner
  • Excellent written and verbal communication skills.
  • Experience with computer build out and setup; imaging, application installs and configuration, etc
  • Ability to translate, statistically analyze data, and effectively report problems through written and/or graphical formats.
  • Excellent customer service skills, with an advanced understanding of customer relationship building.
  • Ability to use MS Word, Excel, PowerPoint, and electronic e-mail systems.
  • Excellent troubleshooting skills.
  • Self-motivated team player with excellent interpersonal and communications skills.
  • Able to effectively interface with customers, vendors, and Network Services.
  • Experience with Microsoft Office Suite, Office 365 and Microsoft Windows 7 & Windows 10.

Diversity & Inclusion
ASML is an Equal Opportunity Employer that values and respects the importance of a diverse and inclusive workforce. It is the policy of the company to recruit, hire, train and promote persons in all job titles without regard to race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation, or gender identity. We recognize that diversity and inclusion is a driving force in the success of our company.
Other information
PHYSICAL DEMANDS AND WORK ENVIRONMENT

  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • While performing the duties of this job, the employee routinely is required to sit; walk; talk; hear; use hands to keyboard, finger, handle, and feel; stoop, kneel, crouch, twist, reach, and stretch.
  • The employee is occasionally required to move around the campus.
  • The employee may occasionally lift and/or move up to 50pounds.
  • May require travel dependent on business needs.
  • Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
  • Can work under deadlines.
  • The environment generally is moderate in temperature and noise level.
  • Must be able to read and interpret data, information, and documents.
  • Can observe and respond to people and situations and interact with others encountered in the course of work.
  • Can learn and apply new information or skills.

Job Types: Full-time, Permanent

Salary: AED3,500.00 – AED6,000.00 per month

Ability to commute/relocate:

  • Dubai: Reliably commute or planning to relocate before starting work (Preferred)

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