What are the responsibilities and job description for the Technical Support Specialist position at Yochana?
Job Summary
We are seeking a skilled Helpdesk/Desktop Support Engineer Remote to join our team at Yochana. As a key member of our support team, you will provide top-notch technical assistance to our clients, ensuring their IT needs are met with exceptional service and expertise.
About the Role
The ideal candidate will have a strong background in hardware and software support, with experience working on PC desktops, laptops, tablets, printers, smartphones, and other IT devices. You will be responsible for troubleshooting and resolving end-user issues, as well as providing installations, moves, adds, and changes (IMACDs) requirements. This includes coordinating with internal and external teams to ensure seamless execution of IMACDs, meeting service levels, and minimizing operational interruptions.
Key Responsibilities
Requirements
To succeed in this role, you will need:
What We Offer
At Yochana, we prioritize building strong relationships with our clients and employees. As a Helpdesk/Desktop Support Engineer Remote, you can expect:
We are seeking a skilled Helpdesk/Desktop Support Engineer Remote to join our team at Yochana. As a key member of our support team, you will provide top-notch technical assistance to our clients, ensuring their IT needs are met with exceptional service and expertise.
About the Role
The ideal candidate will have a strong background in hardware and software support, with experience working on PC desktops, laptops, tablets, printers, smartphones, and other IT devices. You will be responsible for troubleshooting and resolving end-user issues, as well as providing installations, moves, adds, and changes (IMACDs) requirements. This includes coordinating with internal and external teams to ensure seamless execution of IMACDs, meeting service levels, and minimizing operational interruptions.
Key Responsibilities
- Troubleshoot and resolve end-user IT issues with PCs, mobile phones, printers, and other IT devices.
- Provide or oversee all installations, de-installations, cascades, moves, adds, and changes for EUC equipment, software, and related services at designated customer sites.
- Coordinate, plan, and schedule IMACDs with affected IT functions, including internal and external teams.
- Create and document processes for IMAC execution, obtaining customer approval for such processes and documentation.
- Obtain customer approval for specific authorization required for IMACs that include changes to software.
- Confirm that all necessary equipment, software, parts, network, cabling, or services are available for IMAC execution.
- Treat every client like a VIP, strengthening relationships and engaging users who might otherwise disengage from IT.
- Cancel network transport services no longer required after completing IMACDs.
Requirements
To succeed in this role, you will need:
- A Hardware certification
- M Microsoft certification (preferred)
- ITIL certification (preferred)
- CCNA certification (preferred)
What We Offer
At Yochana, we prioritize building strong relationships with our clients and employees. As a Helpdesk/Desktop Support Engineer Remote, you can expect:
- A dynamic work environment
- Ongoing training and development opportunities
- A supportive team dedicated to excellence
- A competitive compensation package
- A comprehensive benefits program
