Desktop Support Analyst

hace 2 semanas

Lima, Perú Hunt Consolidated, Inc. A tiempo completo

ROLES & RESPONSIBILITIES:

  • Provide IT support for VIP users from the Company (i.e., Managers, Directors, VPs).
  • Participate in postissue committee meetings, along with the End-User Services Supervisor and IT Infrastructure Manager.
  • Perform onsite advanced support duties that require independent initiative and judgment, including troubleshooting, parts replacement, system upgrades, advanced deployment, and repair on desktops/laptops and printers. This includes resolving issues postdeployment.
  • Channel technical feedback from the enduser services team on process issues to improve overall service delivery.
  • Working with vendors and other thirdparty support teams to resolve issues.
  • Provide support for video conference (I.e., Teams Rooms), mobile devices (Android and iOS), corporate printers, radios, IP telephony (VOIP), and Access Control Systems (ACS).
  • Identify potential issues that could adversely impact customer experience and follow through on action steps. Escalate issues that impact the customer or entire operation at the site.
  • Other support activities include researching and recommending solutions.
  • Write, review and/or maintain technical documentation for administration tasks and for installation and configuration of software and hardware (knowledge base articles).
  • Provide afterhours support, including weekends, on an oncall rotational basis.
  • Manage and follow up on warranty and repair services for enduser computing hardware (laptops, desktops, accessories, mobiles).
  • Followup requisitions on enduser computing hardware (laptops, desktops, accessories, mobiles).
  • Audit inventories of enduser computing hardware.

POSITION REQUIREMENTS:

  • Proficient in installing and troubleshooting Microsoft OS, O365 Suite, and Microsoft collaboration tools (Teams, SharePoint).
  • Experience with Desktop/Laptop imaging.
  • Troubleshooting and resolving Citrix/VDI clients.
  • Working knowledge of Active Directory and network connectivity with TCP/IP, DNS, WINS, DHCP, wireless, and basic VoIP phone administration.
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Ability to work at Plant and under a work schedule 14 x 14:

  • Passionate about setting the performance bar in an energetic team environment while delivering a fully integrated solution.
  • Ability to follow processes, learn quickly, and interact with a diverse population in a corporate environment providing excellent customer support.
  • Ability to read and understand technical manuals, procedural documentation, and OEM guides.
  • Ability to conduct research into PC issues and products as required.
  • Excellent verbal and written communication skills. Writing clear, concise technical documentation for team members.
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A driving license is required (minimum A-1 Category)
:

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Fluent in both written and spoken English (technical proficiency)
:

  • Ability to multitask and set priorities
  • Work independently with minimum supervision and work under pressure and maintain composure.
  • Collaborating with team members and leadership, implementing great support processes, procedures, and documentation.
  • Identifying opportunities for business enablement through smart use of technology.
  • Ability to bend, lift and carry up to 25 kg. Extensive walking throughout the office is required on a daily basis.

ACADEMIC BACKGROUND AND EXPERIENCE

  • Experience in IT customer service, especially in ITSM systems (i.e., Helix, ServiceNow, Remedy, Cherwell, HEAT, etc.).
  • University degree in a technology background career.
  • At least 5 years of experience (Mining or Hydrocarbon Industries will be desired)
  • ITIL certification desired.
  • Industrystandard IT certifications (Cisco, MCP, etc.) desired.
  • Knowledge of SAP ERP (basic level or user level) is desired.

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