Technical Support (Aguadilla, PR - ON SITE)

DXC Technology•Isabela, PR

6d•Onsite

About The Position

This role involves participating as a member of an IT technical team, performing basic analysis of functional or service requirements, and implementing end-user or enterprise infrastructure or application services. The position requires applying technical knowledge to operate and administer infrastructure or software platforms and user groups of moderate complexity, resolving technical issues, and partnering with team members. It also involves providing solutions to prevent problems, reviewing and verifying changes, and ensuring configuration management database entries are accurate. The role includes providing on-site field support, troubleshooting hardware and software issues, performing IMACD activities, and documenting solutions. A strong understanding of shipping, receiving, inventory, and warehousing practices is also required, along with assisting in loading and unloading shipments and managing the IT equipment lifecycle.

Requirements

3+ years of relevant work experience
Ticket and asset management
Strong hardware/software installation, support, and troubleshooting
Windows XP, 10, and 11 experience
Mac OS and iOS support
Network Printer, HP configuration, consumable swaps, and moves
Experience with Active Directory, MS Office, phone security, OS365
Requires Networking troubleshooting and support
Support skills for VPN connectivity and security
Configuring new PC’s/notebooks via imaging, SCCM and standalone
Remote Install software/hardware and support
Knowledge of basic networking concepts and Hands&Eyes support
Lift and carry up to 40lbs
This will involve a demonstrated understanding of networking basics, TCP/IP, VPN, secure access methodologies, and wireless technologies.
Regularly lift and/or move up to 39 pounds independently and participate in group lifts for 40+ pounds and/or using pallet jacks.
Regularly walk, use hands and fingers, handle or feel, reach with hands and arms, stoop, kneel, crouch or crawl, climb stairs, twist, bend, work above shoulders, grasp, carry, push and pull.
Must demonstrate the ability to interact with end-users of all levels using a variety of active listening and empathetic listening skills.
Proven ability to communicate highly technical information to both technical and non-technical end-users both verbally as well as written.

Nice To Haves

Local language verbal and written skills will be considered a secondary requirement if required due to corporate policy.

Responsibilities

Participates as a member of an IT technical team.
Performs basic analysis of functional or service requirements using a fundamental understanding of IT Business processes or problems.
Implements end-user or enterprise infrastructure or application services prepared by more senior Engineers.
Applies technical knowledge to operate and administer infrastructure or software platforms and user groups of moderate complexity.
Resolves technical issues of moderate complexity within a given technical area.
Partners with members of a given team or other IT teams as appropriate.
Identifies potential escalations and proactively alerts management.
Provides solutions to prevent problems from occurring in the area of responsibility including patch management.
Reviews implement and verifies changes/solutions of medium complexity and risk.
Ensures configuration management database entries are complete and accurate.
Provide on-site field support to customers and their suppliers including installation, servicing, and repairing systems, equipment and escorting any client/vendor suppliers.
Troubleshoot known and unknown hardware issues related to corporate-issued or provided desktops, laptops, mobile devices (phones & tablets), peripherals, and associated accessories.
Troubleshoot known and unknown software issues related to Windows 10, Microsoft Office, Outlook, Skype for Business, OneDrive, and other corporate deployed desktop applications.
Troubleshoot Microsoft patches, corporate software deployments, group policies,
Build and reimage a corporate-issued PC including performing any necessary upgrades required to solve the end-user productivity issue.
Hardware replacement will occur after diagnostics are run to confirm HW repair, replacement, or upgrade.
Troubleshooting of LAN/WAN issues impacting employee productivity on their computers.
Perform IMACD activities within SLAs - PC and peripheral add move change
Provide excellent verbal and written communication to end-users regarding their productivity issues.
Documents solutions and incident resolution case notes in English in assigned reporting systems
Audit, maintain, and manage the devices asset management systems.
Strong understanding and support of shipping & receiving, inventory, and warehousing practices.
Assist in loading and unloading shipments.
Experience in procurement, inventory, and asset management of IT equipment as well as managing the IT life cycle.