Kyndryl
Location: Shelton, CT 06484 Document ID: AF435-2PGL Posted on: 2021-11-0411/04/2021 Job Type: ContractJob Schedule:Full-time
Minimum Education: High School2021-12-04
Technical Support Representative
APPLY HERE: Technical Support Representative - Shelton, CT at Kyndryl
Your Role and Responsibilities
Kyndryl is seeking to employ a long term supplemental employee in Shelton, CT location.This role performs varying degrees of problem determination and resolution of desktop hardware and software problems through the effective use of available technical resources, per contracted service level agreements. They may also perform Installs, Moves, Adds, and Change (IMAC) activities, as well as data backup and restore on individual accounts for clients. They are responsible for resolving problems and performing IMAC's within Service Level Agreement (SLA) objectives and completing all related administrative duties. As the main interface to the customer, they need to understand the local and regional infrastructure and key contacts in the other competencies, i.e., network team, server admin, etc., to ensure that the proper team is aware of, and to take action on the problem. Demonstrated customer communication and business skills are therefore needed since direct customer interaction is often required. Accordingly, they have a direct impact on customer satisfaction, and therefore, need to understand their account/site environment.
Responsibilities include:
· Resolving customer hardware/software workstation problem tickets
· Technical knowledge of the supported platform
· Working knowledge of the hardware
· Resolving tickets within the customer SLA
· Demonstrating verbal and written communication skills are preferred
Required Technical and Professional Expertise
- At least two years’ experience in providing deskside support
- Proficiency in Mac OS
- Knowledge of JAMF Pro
- Attention to detail and good problem-solving skills for MAC
- Providing support in the form of procedural documentation & by following SOP’s
- In-depth knowledge of Windows and Mac OS operating systems and broad knowledge of productivity tools
Required Education
High School Diploma/GED