Job #: 1903
Title: Technical Support – Austin, TX
Performs installations, trains, maintenance, troubleshoots and repairs of all OpCo desktop hardware/software technologies.
Assists with setup, and operation of audio visual hardware as; required by end user.
Determines appropriate hardware/software based on corporate policy and end user requirements.
Responds to incidents within SLA, or within a timely manner; with appropriate level of urgency, and follows up with customers on all issues.
Escalates incidents and questions to appropriate support groups.
Ensures all service feedback and updates are provided in a timely manner to all stakeholders.
Disconnects, moves and reconnects desktop technology hardware for single user, multi-user and office moves.
Supports event, such as infrastructure changes, software releases, BCP etc.
Assists in administration and maintenance of non-desktop technology infrastructure components at the request of other service towers.
Assists in installation, maintenance, troubleshooting and repair of office telephony systems
Uses corporate Incident Management System to record and track all support work.
Maintains accurate hardware and software records for corporate assets.
Performs time tracking tasks as required.
Assists with the procurement of hardware and software.
Supports team’s abilities and functions through positive customer relations.
Contributes to, improvement/enhancement of processes and procedures.
Gains additional knowledge, and stays abreast of current technologies; through employee and company sponsored training, periodicals, and regular interaction with other team members.
Seeks development opportunities and relevant training; in addition to completing all mandatory training requirements.
Performs duties as assigned by management including but not limited to, project execution and disaster recovery activities.