- Install, upgrade, support and troubleshoot Windows, Mac and any other authorized desktop software/applications
- Install, upgrade, support and troubleshoot End User Workspace Hardware such as Desktop, Laptops, Printers, Mobile Devices, Video and Conferencing Equipment and any other authorized peripheral equipment and devices
- Perform general preventative maintenance tasks on devices and software
- To follow and execute instructions provided by Subject Matter Experts
- Provide onsite hand and eye support to Customer / OEM SME's towards Install, upgrade, support and troubleshooting of devices in Network and Compute environment
- To assist users with any logged IT related incident when called upon
- To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary
- To accurately record, update and document requests using the IT service desk system
- To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner
- Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization
- To be a highly motivated team player with the skills and ability to manage changing priorities
- To create, maintain and publish relevant support documentation in order to assist all End Users with the quick resolution of their incidents and service requests and enable users to become more self-sufficient
- Be willing to attend training as necessary to keep up to date with the latest technology and internal system processes
- To attend training courses as identified and agreed for appropriate development
- To contribute towards reporting as per customer requirement
- Any other tasks as assigned and within the skillset of the person
- Good general understanding of IT principles such as Networks, Hardware and Domains
- Working knowledge of leading software packages such as MS Office, Lotus Notes, and MS Outlook etc.
- Good working knowledge of Operating system such as Windows and Mac related software and applications
- Good experience in End User device hardware and software troubleshooting
- Good experience of supporting devices such as Printers and Meeting Room equipment's
- Knowledge of mobile devices, in particular Blackberry and iPhones
- Experience with building, configuring, replacing, and troubleshooting EUC hardware components
- Awareness of Data Backup principles
- Familiarity with virtual, MDM and VPN environments
- Basic knowledge and familiarity with devices in Network and Compute environment
- Exceptional customer facing skills
- Able to communicate clearly and effectively both with Client and the End Customer
- Logical and analytical approach to work
- Accurate record keeping
- Able to work unsupervised
- Good timekeeper
- Intense focus on quality work
- Productive and Efficient
- Able to operate within customer standard operating procedures
- Able to maintain professional demeanor under stress
- To be at all times appropriately dressed for the Customer environment
- Good standards of grooming and personal hygiene
- 2 - 4 Years' experience working in a similar environment as described above
- Education and Qualification
- Education to the mandatory level in the relevant country
- Training and Certifications
- CompTIA A+ , MCP/MCSE are desirable certifications
- OEM Certification desirable
- Knowledge of ITIL and experience of working within an ITIL environment would be beneficial
What We Do
IRON Systems is a leading provider of integrated information technology solutions and last-mile supply chain services to the global Data Center, Edge Computing, Telecom and IoT Infrastructure and adjacent industries.
Focused on enabling end-to-end last-mile global commerce, we provide highly scalable solutions to our customers in more than 100 countries around the world, serving over 800 metros and 100,000 business locations as well as most IT infrastructure manufacturer & software vendors.
By leveraging our proprietary digital operating system platform, we integrate and automate all parts of supply chain business processes as SLA-driven managed services. This includes on-demand workforce marketplace, OEM integration centers, import/export, logistics, warehousing, and maintenance of computing infrastructures.
Founded in 2002, IRON has regional offices in over 20 countries, and is headquartered in Fremont, California, USA.
