What are the responsibilities and job description for the Site Service Specialist position at eXcell?
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Our client has a brand new opportunity for a qualified Site Service Specialist to join their team onsite in Manhattan, NY. The ideal candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the department. The candidate will also provide hands-on support to other IT teams including but not limited to Audio Visual, Network, Server, and print services. This specialist will act as a single point of contact (SPOC) to manage and resolve incidents, problems, and service requests reported to the IT Field Services in line with service level agreements (SLAs), take ownership of incidents and communicate on progress, maintain a high degree of customer service for all support queries and adhere to all service management principles, Escalate issues when required, assist with trend analysis, contribute to knowledge management, participate in audit activities related to the incident and problem management process, identify and report repeated issues, provide high quality support with very good customer service, technical expertise and timeliness.
Duties and Responsibilities :
- Install, configure, and maintain desktop and laptop PCs and peripherals, such as printers
- Install and configure applications and operating system software and upgrades
- Troubleshoot and repair hardware and network connectivity issues
- Work with hardware and software vendors to verify timely product delivery and ensure that new equipment is installed and ready to operate on schedule
- Knowledge and familiarity with mobile devices (Smartphones / iPads)
- Perform company and customer specific technical work for technology initiatives
- Document all work performed and enter requests for new services from staff and customers in the appropriate help desk system
- Performing DELL hardware break fix support
- Staging of customer PC and deployments
- Perform other technology related duties as assigned
- Work with specialized trader applications like market data, Reuters etc.
- Researches, resolves, and responds to complex questions received via telephone calls or escalations, and provides support on services in accordance with current standards
- Follows up with user to ensure problem is resolved satisfactorily
- Acquires and maintains knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users
- Develops and provides technical coaching and mentoring to other desktop services staff and company associates
- May act as product liaison for major products, working with other areas of IT, other departments and third-party vendors to solve technical issues as needed
- Installs new or upgraded hardware / software as assigned via service requests
- Coordinates installation with the user and follows up to ensure customer satisfaction
- Provide accurate and timely logging of customer incidents and tasks to meet agreed upon service levels
- Demonstrate initiative and act independently to resolve problems
- Participate as a member of the rotating IT on-call team that provides 24 hour support to internal customers. Not all sites require on-call participation
- Participate in team projects as requested
Skills and Qualifications :
25.00 - $26.00 per hour
We offer a comprehensive benefit package that you can elect into including but not limited to : Health Insurance (Medical, Vision, Dental), 401k, Basic Life / AD&D, Supplemental Insurances Plans, Paid Time Off Plan, Paid Holiday, Paid Sick Leave plan, FSA / HSA Pre-Tax Benefits, Employee Discounts.
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time.
Salary : $25 - $26
