Role Purpose
In this role you will provide technical support as part of the service delivery provision. You will be a part of project deployments, including hardware installation, troubleshooting, problem resolution and maintenance.
You will respond to questions regarding operation and malfunctions and advise on preventative maintenance and configuration adjustments to improve product performance.
Required Skillset
* Experience with Windows 10 and proving Deskside support
* Good communication skills
* Ability to work with minimal supervision
* Ability to take ownership of complex problems
Key Performance Indicators
* Feedback from customers, Project Manager, Service Lines etc.
* Proven track record working with product authority and external vendor support teams.
* Proven track record of problem resolutions.
* Successful solution designs implemented.
* Evidence of sharing and re-use of knowledge.
* Successful definition, implementation and conformance to processes.
* Service level requirements met.
* Response and resolution to escalated issues in a timely manner.
* Problem ownership demonstrated.
* Meets project deadlines and costs within own scope of responsibility.
* Successful track record of leading small projects.
* Errors with workarounds or fixes provided in a timely manner.
* Successful track record of working with third parties.
* Correct application of severity, impact and priority.
* New business secured and successfully implemented.
* Skills matrix up to date with products / systems/ technologies and techniques.
* Contribution to product forums and working parties.
* Up to date personal learning plan available.
