Desktop / End User Support - Bilingual
BullTechSystem
- Incident & Request Management: Provide support for all end user devices (Desktop, Laptop, Tablet, Thin-client, Mac, Monitor, Mobile device, VPN, Azure VD, Printers, Scanners, etc.).
- Technical Support: Install, configure, maintain, and troubleshoot desktops, laptops, peripherals, and printers.
- Operating Systems: Support for Windows, iMAC, and non-Windows environments.
- IMAC Activities: Handle Installation, Movement, Addition, or Change of hardware/software for new or existing devices.
- Software Application Support: Support both commercial off-the-shelf and custom-developed applications.
- Queue Management: Manage incident resolution and request fulfillment queues.
- Remote & Onsite Support: Provide solutions including onsite repair for remote users and use remote access tools for user support.
- Warranty & Documentation: Maintain warranty/maintenance documentation for assets, included in the Operations Manual.
- Asset Management: Update assets in CMDB and maintain asset records.
- Compliance: Ensure compliance with end user service level agreements and supervise ticketing systems for timely resolution.
- Testing & Inspection: Conduct end user device and related testing, site inspections, and device inspections.
- Video Conference Technology: Ability to effectively set up, manage, and troubleshoot video conference technology.
- Training: Provide a minimum of 15 minutes of familiarization training to end users upon new PC installation (if user is available).
- Status Updates: Provide timely status updates in ticketing tools.
Reference: WJ-291_11684131