New Era Technology NZ
Desktop Support Technician - Entry Level
New Era Technology NZ, San Jose, California, United States, 95199
Overview
Desktop Support Technician - Entry Level at New Era Technology, Inc. Join a team-oriented culture that prioritizes personal and professional development. The primary responsibility is to support clients by answering, logging, and troubleshooting incidents in an expedient, professional manner while developing relationships through outstanding client service. Responsibilities
Monitoring computer hardware performance and diagnosing system issues. Installing new hardware in computers including adding or replacing computer memory (RAM) and installing disk drives. Replacing worn or defective parts and cleaning computer hardware according to manufacturers’ specifications. Performing equipment testing following repairs. Setting up new configurations for computers including OS image deployment. Installing, configuring and upgrading software applications including rollout projects. Troubleshooting and resolving software application and OS-related problems. Using IT Service Management tools and systems to track and route cases (problem and request tickets) including standards for updating and changing case standards. Identifying, prioritizing and escalating situations requiring urgent attention. Performing system health checks and mitigations to meet software and security standards including encryption, patching and backup. Other related duties as required. Performance Measures
Meeting client service level agreement (SLA) targets. Meeting utilization targets. Measures agreed and set during performance appraisal. Qualifications
Tertiary qualification in relevant field. A+ certification or equivalent years of experience. Skills And Experience
Minimum 2 years’ experience with installation and troubleshooting in a technical environment. Knowledge and experience providing customer services in an IT environment. Using any case management / support ticketing and knowledge-based systems. Previous experience with Lenovo ThinkPad laptops, Apple MacBooks, MAC OS, Microsoft Windows 10 OS, Microsoft Office 365 / 2011/ 2016, CrashPlan, McAfee AV / ePO, Cisco AnyConnect VPN, Adobe Suite, PingID, SCCM and/or Casper. Experience supporting Office 365. Sound logical diagnostic ability. Attributes
Positive attitude and collaborative approach in working within a team environment. Strong customer service skills. Strong oral and written communications. Excellent interpersonal skills with the ability to communicate with a range of technical and non-technical people. Ability to learn and adapt quickly to changes. Critical thinking and analytical capabilities in troubleshooting and problem solving. Planning, organizing and prioritizing skills. Attention to detail. Ability to problem solve and think both logically and laterally. The ability to apply good time management discipline and work under pressure. Client focused attitude. Privacy and Application
New Era Technology, Inc., and its subsidiaries (“New Era” “we”, “us”, or “our”) are committed to respecting your privacy and protecting personal data. View our Privacy Policy here: https://www.neweratech.com/us/privacy-policy/ Powered by Greenhouse. Read our Privacy Policy.
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Desktop Support Technician - Entry Level at New Era Technology, Inc. Join a team-oriented culture that prioritizes personal and professional development. The primary responsibility is to support clients by answering, logging, and troubleshooting incidents in an expedient, professional manner while developing relationships through outstanding client service. Responsibilities
Monitoring computer hardware performance and diagnosing system issues. Installing new hardware in computers including adding or replacing computer memory (RAM) and installing disk drives. Replacing worn or defective parts and cleaning computer hardware according to manufacturers’ specifications. Performing equipment testing following repairs. Setting up new configurations for computers including OS image deployment. Installing, configuring and upgrading software applications including rollout projects. Troubleshooting and resolving software application and OS-related problems. Using IT Service Management tools and systems to track and route cases (problem and request tickets) including standards for updating and changing case standards. Identifying, prioritizing and escalating situations requiring urgent attention. Performing system health checks and mitigations to meet software and security standards including encryption, patching and backup. Other related duties as required. Performance Measures
Meeting client service level agreement (SLA) targets. Meeting utilization targets. Measures agreed and set during performance appraisal. Qualifications
Tertiary qualification in relevant field. A+ certification or equivalent years of experience. Skills And Experience
Minimum 2 years’ experience with installation and troubleshooting in a technical environment. Knowledge and experience providing customer services in an IT environment. Using any case management / support ticketing and knowledge-based systems. Previous experience with Lenovo ThinkPad laptops, Apple MacBooks, MAC OS, Microsoft Windows 10 OS, Microsoft Office 365 / 2011/ 2016, CrashPlan, McAfee AV / ePO, Cisco AnyConnect VPN, Adobe Suite, PingID, SCCM and/or Casper. Experience supporting Office 365. Sound logical diagnostic ability. Attributes
Positive attitude and collaborative approach in working within a team environment. Strong customer service skills. Strong oral and written communications. Excellent interpersonal skills with the ability to communicate with a range of technical and non-technical people. Ability to learn and adapt quickly to changes. Critical thinking and analytical capabilities in troubleshooting and problem solving. Planning, organizing and prioritizing skills. Attention to detail. Ability to problem solve and think both logically and laterally. The ability to apply good time management discipline and work under pressure. Client focused attitude. Privacy and Application
New Era Technology, Inc., and its subsidiaries (“New Era” “we”, “us”, or “our”) are committed to respecting your privacy and protecting personal data. View our Privacy Policy here: https://www.neweratech.com/us/privacy-policy/ Powered by Greenhouse. Read our Privacy Policy.
#J-18808-Ljbffr