**Job Overview**
The Customer Support Specialist is the primary point of contact for our clients, responsible for delivering exceptional end-user support and technical services.
This role involves:
* Ticket Resolution: Timely resolution of workstations, mobile devices, hardware, and software issues within Service Level Agreements (SLAs) through effective use of experience, knowledge, and technical resources.
* Leadership and Communication: Ownership, leadership, communication, and liaison with key contacts in other resolver groups to ensure prompt action is taken to resolve any issues or tasks assigned.
* Process Compliance: Follow-up on all processes for IT system usage, document all actions and activities performed on IT equipment.
* Autonomy and Flexibility: Autonomous, self-motivated, and able to act with limited support and supervision, including On-Call services.
* IT Process Adherence: Conforms to international key IT processes such as support, change, and asset management (ITIL).
The key responsibilities include:
* Break-Fix and Support: Providing end-user support in a Microsoft environment for laptops, desktops, tablets, and associated hardware, software, and peripherals, including operating systems, base-loaded software, Office suite, and other business applications, as well as Mobility devices (Android/iOS - iPhone/iPads).
* Imaging and Re-imaging: Imaging/re-imaging end-user IT devices according to client IT security policies and procedures.
* Infrastructure Support: Supporting IT infrastructure equipment, including large-scale office moves, re-stack activities, printers, and MFDs (Multi-Function Displays).
* Smart Hands and Eyes Support: Providing smart hands and eyes support for servers, network equipment, and security devices at on-site locations, adhering to client procedures and access-related issues with smart cards, passwords, and security applications.
* Vendor Coordination: Coordinating with vendors/contractors for provision of end-user support, such as hardware repair, replacement, intervention.
* Logging and Reporting: Accurately and timely logging of customer incidents and tasks to meet contractual SLAs.
* Project Support: Supporting and participating in outside-of-support and/or client projects as requested.
* CMDB Management: Managing CMDB assignation, configuration, retirement, and disposal records, providing proper maintenance of asset information, utilization of devices, replacement according to customer lifecycle, asset health, and operational constraints.
* Event Support: Providing IT support for on-site and/or off-site events and meetings.
* On-Call Support: Providing on-call support outside business hours, supporting disaster recovery and emergency response services.
* Reporting: Providing reports as requested and/or final customer.
* Best Practices Implementation: Implementing best practices to resolve issues, following guidelines provided (Knowledge Base), documenting and improving existing guidelines, and proposing new ones.
* LAN Cabling and Inventory: Managing and inventorying LAN cabling/racking, coordinating port activations and deactivations, escalating to customers if required.