Information Technology Support Engineer

:

• Strong knowledge of iMac device

• Diagnostic services

• Scan and defragment disk drives

• Update virus definitions, scan for spyware

• Update system and application drivers

• Run battery diagnostics, report on disk drive status

• Laptop services including

• Re-image laptops (Windows and Mac)

• Troubleshoot systems

• Training & orientation of laptops, applications

• Upgrade laptops (Windows and Mac), memory, and smart devices (Mobile devices).

• Asset recovery – computer hardware like spares can be drop off at the Tech Bar.

• User awareness services on any of the user request or any new service/application that was launched by Salesforce

• Perform proactive health check of devices that are brought to Tech Bar by the user

• Educate users on other avenues of support available to them (for e.g., chat, self-service etc.)

• Provide awareness on any outage or maintenance window that may potentially lead to downtime of service for a user

• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.

• Take ownership of customer issues reported and see problems through to resolution.

• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.

• Ensure proper recording and closure of all issues.

• Provide prompt and accurate feedback to customers.

• Prepare accurate and timely reports.

• Follow the SLA for issues with respect to the severity.