Tekfortune is a fast-growing consulting firm specialized in permanent, contract & project-based staffing services for world's leading organizations in a broad range of industries. In this quickly changing economic landscape, virtual recruiting and remote work are critical for the future of work. To support the active project demands and skills gaps, our staffing experts can help you find the best job for you.
General Description for Deskside JD
POSITION SUMMARY :
Become part of an organization that is passionate about customer service through focus on people, relevant processes, and technology. XXXX Global IT is an exciting organization comprised of technical professionals who are dedicated to empowering the productivity of XXXX's global workforce.
This role will provide hardware and application support to local and remote associates and coordinate projects and IT activities at the local site in partnership with Global IT Operations.
ESSENTIAL JOB RESPONSIBILITIES :
- Serve as the primary contact for providing senior-level white glove support and problem
resolutions for the Executives and their Assistants
Establish trust with the leadership team while maintaining confidentiality and privacy in alldealings with Executives and their data
Support onsite Executive meetings, and remote webinar style meetingsServe as the face of IT on site and participate in business relationship management activitiesCoordinate support between regional site and headquartersServer as the local point of contact for suppliers for IT support, equipment and repairs while arranging 3rd party activitiesCollaborate with global IT team to improve processes and enhance customer satisfactionCoordinate IT services with shared services inside XXXX and XXXXParticipate in special projects, both regional and global as neededFollow established procedures; create and update documentation; assume ownership of end-user issues and strive to provide excellent service to all business partnersPerform appropriate issue diagnosis and guide users through step-by-step solutions; clearly and effectively communicate technical solutions in a user-friendly, professional mannerVisit associate at deskside for hands-on support, as neededAdministering network accounts - password resets and unlocking accountsBuild and deploy new hire computers / upgrades and RMA / warranty repairsUnpacking pallets / boxes of desktop and laptop computers in large quantitiesInstallation of PC operating systemsProvide Windows account maintenance using Microsoft Active DirectoryProvide support for telephony, including desk and mobile devicesApplication support, including general account creation, password resets, installation and general troubleshootingRoutinely screen work orders and distribute to appropriate subject matter expertsCommunicate with end-users regarding support ticket status and follow up to assess customer satisfaction levelGlobal customer support - supporting associates located outside their region with accommodation to different time zones, as neededTRAINING RESPONSIBILITIES : (REQUIRED)
Complete all assigned and required training satisfactorily and on timeFor people managers, ensure your associates attend and complete all required trainings satisfactorily and on time.MINIMUM REQUIREMENTS :
Education and Experience :
Associate Degree in Information Technology, Computer Science or equivalent3-4 years equivalent experienceKnowledge and Skills
Excellent verbal and written communication skillsBe able to provide user-friendly support and instruction to computer usersMaintain strict confidentiality and respect for ensuring network securityAbility to learn new technical skills and quickly adjust to fast-changing priorities and deadlinesExperience in a call center environment providing technical support via remote toolsPossess working knowledge of the configuration, use and troubleshooting of Windows 7, Windows 10, Mac OSX and Microsoft Office 365 productsComprehensive understanding of current computer hardware and software technologiesUnderstanding of LAN / WAN and Wireless NetworksPossess working knowledge of the configuration, use and troubleshooting of laptop / desktop hardware and internet applications including browsers, e-mail and VPNsExperience with Active Directory, Outlook, Antivirus and Security applicationsFamiliarity with supporting and troubleshooting iPhones, iPads, desk phones, mobile hotspotsFamiliarity with using a Mobile Device Management system, including creating accounts, and remote wipe of devicesSome support may be required outside of regular business hours (weekends, holidays, etc.) as neededPhysical requirements / abilities
Must be able to lift at least 50 lbs / 25KgMust be able to stand / walk for long periods of timeThe statements in this description represent typical elements, criteria and general work performed. They are not intended to be an exhaustive list of all responsibilities, duties, and skills for this job.
For more information and other jobs available please contact our recruitment team at careers@tekfortune.com. To view all the jobs available in the USA and Asia please visit our website at
