Technical Support - Onsite

Title: Technical Support - Onsite

Mandatory skills:

IT support,
mobile devices, MFA, Wi-Fi, email, managing hardware,
shared user accounts, hardware, setup,
network connections, cabling, peripherals,
physical stock management, accessories, CMDB updates,
OSS service quality, end users, IT equipment, software, desk-side support,
temperature, air conditioning, general functionality,
OSS procedures, Runbook, SOPs, knowledge articles, OSS governance, meetings, follow escalation path,
PC hardware, software, LAN, voice network,
Acquiring, installing, upgrading PC components, software, planning

Description:

Technology Support provides in-person assistance to employee end users including: Maintaining and troubleshooting a range of user problems including PC hardware/software/LAN and voice network. Diagnosing problem source through discussions with users and coordinating with internal organization support and operations groups and/or with vendors to resolve problems. Acquiring, installing, and upgrading PC components and software and planning for/responding to service outages and other problems. Training users on use of new technology and software An Experienced Professional (P2) applies practical knowledge of job area typically obtained through advanced education and work experience. May require the following proficiency: Works independently with general supervision. Problems faced are difficult but typically not complex. May influence others within the job area through explanation of facts, policies and practices

General Information:
Provide Desk Side Support to IT users, for all IT matters requiring physical intervention.
You will be responsible for supporting incident resolution by engaging with other support teams/groups within IT.
You will also act as a representative of IT organization and face to the customer on behalf of other IT functions.

Your Responsibilities:
Troubleshoot issues throughout the facility & with remote users along with:
Printers - manage supplies, provide troubleshooting, & coordinate with technicians.
Phones - assist end users with setup of mobile devices, including MFA, Wi-Fi, and email along with managing hardware and setup for internal Cisco phones.
Accounts - manage use & upkeep of shared user accounts.
Factory PCs - manage deployment of hardware and setup of various types of software.
Network - assist with adding or modifying network connections & cabling.
Hardware - assist & manage various cabling and peripherals for user workstations.
Work with multiple teams on IS & IT needs for integration of new devices & machines.
Provide documentation of issues, solutions, and potential problems
Provide ad-hoc training to IT users on common IT matters and guide them through self-service tools if required.
Take care of physical stock management of devices and accessories including CMDB updates
Manage logistics by using local logistic providers to ship and move devices across locations.
Identify and report risks that might downgrade OSS service quality.
Provide support to end users, IT equipment, and software in meeting rooms and similar user collaboration/common areas as part of desk-side support.
Host and support third-party technicians.
Regular checks of computer rooms including temperature, air conditioning, cabling and general functionality
Follow given OSS governance (participate in meetings, follow escalation path, etc.)
Follow OSS procedures defined in Runbook, SOPs, knowledge articles.

Your Background:
Have completed a formal qualification or completed an apprenticeship in the field of information technology.
At least have 3-4 years of professional experience in IT support.
Have a proactive and solution-oriented mindset and have the ability to work independently and self-driven.

Minimum Associate Degree or Technical School + Experience
Must be Fluent in English

Notes:
100% Full Onsite at the office

VIVA USA is an equal opportunity employer and is committed to maintaining a professional working environment that is free from discrimination and unlawful harassment. The Management, contractors, and staff of VIVA USA shall respect others without regard to race, sex, religion, age, color, creed, national or ethnic origin, physical, mental or sensory disability, marital status, sexual orientation, or status as a Vietnam-era, recently separated veteran, Active war time or campaign badge veteran, Armed forces service medal veteran, or disabled veteran. Please contact us at for any complaints, comments and suggestions.

Contact Details :

VIVA USA INC.
3601 Algonquin Road, Suite 425
Rolling Meadows, IL 60008