Desktop Support L1

Iron Systems

Strong knowledge of iMac device

  • Diagnostic services
  • Scan and defragment disk drives
  • Update virus definitions, scan for spyware
  • Update system and application drivers
  • Run battery diagnostics, report on disk drive status
  • Laptop services including
  • Re-image laptops (Windows and Mac)
  • Troubleshoot systems
  • Training & orientation of laptops, applications
  • Upgrade laptops (Windows and Mac), memory, and smart devices (Mobile devices).
  • Asset recovery – computer hardware like spares can be drop off at the Tech Bar.
  • User awareness services on any of the user request or any new service/application that was launched by client
  • Perform proactive health check of devices that are brought to Tech Bar by the user
  • Educate users on other avenues of support available to them (for e.g., chat, self-service etc.)
  • Provide awareness on any outage or maintenance window that may potentially lead to downtime of service for a user
  • Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
  • Take ownership of customer issues reported and see problems through to resolution.
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
  • Ensure proper recording and closure of all issues.
  • Provide prompt and accurate feedback to customers.
  • Prepare accurate and timely reports.
  • Follow the SLA for issues with respect to the severity.


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