What are the responsibilities and job description for the Desktop Support Technician position at Cynet Systems?
Job Description:
- As an Onsite Support Technician with minimum of 4-7 years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities:
- Manage a team of 25-30 technicians across locations.
- Manage the reporting of SLAs, Adherence of SLA and contract.
- Manage shift and shift planning including on call roster.
- Manage Resource productivity.
- Enable the team with training and development.
- Ensure security compliance.
- Ensure sufficient inventory level is managed across locations.
- Ensure all service request and incidents are resolved before agreed service levels.
- Plan and execute any move request or project work.
- Lead the team by providing technical and process assistance to below activities.
- Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
- Perform Break Fix, Desk Side Support, IMACD’s, Data Migration, Refreshes and health checks.
- Perform onsite updates, Configuration changes, or Software installations.
- Provide onsite technical assistance to end users by visiting their desk location.
- Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.
- Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement.
- Respond to end-user requests for updates on ticket status and promptly follow up as needed.
- Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement).
- Perform end-user support related security and controls and compliance related tasks such as.
- Access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs.
- Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
- Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support.
- Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
- Provide On-call support if required outside business hours on a rotational basis.
