FSO Technician

Job Description

Languages: Italian and English

• This position assists customers, end users and operating staff with technical support of desktop computers, applications, and related technology. Interaction with multiple levels of end users, managers, VIPs and local technical staff is required.
• Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines.
• Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.
• A good understanding of general IT services is required. “Smart Hands” services and cooperation with subject matter experts to provide hands & feet in support of Networking Equipment, Servers, Telecoms and other IT related equipment.
• Should be able to interact in English with remote teams from Poland and India.

Duties include (but are not limited to):

• Accurately testing, identifying, repairing, resolving, and documenting end user technical issues for basic desktop/laptop/workstation support, basic connectivity support (wired and wireless), iPhone, iPad and basic printer support.
• Troubleshooting and resolving software issues. Ability to install, configure, reconfigure or reinstall software including remote support
• Reimaging computers/hard drives in accordance with customer standards
• IMACD function including installation and decommission.
• Backing up and restoring settings and associated systems administration activities
• Categorize and prioritize end user support requests and service requests by utilizing a Service
• Now and HP Service Manager ticketing system to track tickets and provide up-to-date status and information.
• Move equipment associated with escalated help desk incidents and service requests
• Performing asset inventory activities as needed.  
• Trains and orients staff on use of hardware and software.
• Recommends and / or performs upgrades on systems to ensure longevity.
• Handle the end user kiosk
• Performs other duties as assigned.
• Driver’s license.

Desired Experience:

• At least 3 years of experience in the field or in a related area required
• Strong customer service skills
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
• Strong Microsoft Office skills (Outlook, Word, and Excel)
• Strong Microsoft operating System installation and troubleshooting skills
• Strong Break / Fix skills Desktops and Workstation
• Broad experience in IT related services with basic understanding of Networks, Servers and Telecoms
• Strong written and verbal communication skills
• Must be detail oriented and self-motivating
• Experience including remote control of PCs and video conferencing knowledge
• Handling of Tape Media and basic Back-ups loading and loading techniques
• Should be able to work with teams speaking English only
• Telephony mobile / MDM server.