Deskside Support Technician

We de-risk your company's operations world-wide with a tailored platform of IT Solutions, Technical Support & Business Intelligence Services to enable you hit the ground running from day Zero.

We are local in over 45 countries, with the experience to deliver services to you in the most challenging territories
- DeRisk offers your business;
- Digital IT Solutions and round the clock support services
- Data Analytics, A.I. Automation, Business & Market Intelligence.
- Process Automation integrated with your existing platform.
- Digitally enabled Supplier Management and Procurement Financing Solutions
- Technical onsite Staffing and Professional Services
- Logistics Management & Automation
- Better 3rd party outsourced contract management
- Reduced operational complexity
- Improved efficiency and time saved
- Increased cost savings and predictable costs.
- Assured Service availability with SLAs
- 24/7, 365 days operational center.
- Multilingual support center

Tasks

**Principal Responsibilities**:

- Provide comprehensive technical support services to the Client’s onsite personnel, customers and

service providers.
- Perform IMAC related tasks as assigned (e.g., hardware break/fix and hardware or software

upgrades) including data migration
- Replicate and resolve customer incidents in the software & hardware environment.
- Maintain incident management system with up to date information on ticket progress
- Self-monitoring of tickets to insure proper escalation and resolution of incidents consistent with

the agreed SLA’s.
- Follow established Asset Management processes
- Provide setup and support services for conference rooms.
- Provisioning and deployment of internal VoIP telephones
- Communication with several IT Infrastructure support groups to appropriately escalate incidents

and follow up on incidents to drive resolution for the customer. Documenting customer
interactions within the ticketsto be inclusive of accuracy, thoroughness and timeliness.
- Effectively communicate with Deskside Management Team in regards to asset management,

break/fix or Service Desk related processes (build a “proactive” environment)

using the various knowledge distribution channels.
- Carries out responsibilities in accordance with the organization’s policies, procedures, and state,

federal and local laws
- Ensures compliance with all company policies and procedures, including safety rules and

regulations
- Liaise as necessary interdepartmentally to seek resolutions to all reported issues
- Assess reported issues and as necessary work directly with Client’s service providers for escalation

and timely issue resolution.
- Perform customer support related tasks and special projects as assigned by management.
- Liaise as necessary interdepartmentally to seek resolutions to all issues reported.
- Must be able to lift desktops, laptops, monitors, printers and other IT related equipment

**Requirements**:
**Skills**:

- Problem solving skills, organizational skills, and the ability to exercise sound judgment in

any customer service scenario
- Excellent communication and customer service skills. Dedication to customer service.
- Excellent teamwork skills
- Excellent desktop support technical skills
- Experience in supporting and troubleshooting Microsoft Office 365, Windows Operating

Systems, VPN client software (Citrix), Remote Desktop tools (Bomgar)
- Ability to perform root cause analysis and determine appropriate course of action based on

result
Language Skills
- Official Local Language on a native or at least very good (fluent) level (C1/C2)
- English on an advanced level (B2 or higher)

Education
- BS or BA degree preferred or equivalent work experience
- A+ Certification or equivalent required.
- Microsoft Certified Professional certification a plus

Experience
- Minimum of 12months of Desktop support experienc

**Benefits**:
Salary and Benefits as per industry standards