The Onsite Advanced Technical Assistance Team is an elite team of problem solvers taking on challenges that the Service Desk was unable to resolve. Its responsibilities lie predominately in resolving BAU tickets created by the Service Desk, providing feedback to help the Service Desk improve and highlight widespread issues so they can be resolved by the engineering teams. Individual team members will provide best-in-class technology phone support and use remote tools to assist clients in remote offices or who are working from home. Excellent communication and customer service skills are essential along with strong technical troubleshooting abilities.
Provide swift and professional technical supportPerform analysis, diagnosis, and resolution of desktop problems for clients, recommend and implement corrective solutionsInstall, configure, test, maintain, monitor, and troubleshoot client workstations, mobile devices and related hardware or software in order to deliver required deskside service levelsUtilize the ticket management system to record, update and resolve tickets from the HelpdeskCollaborate with other support groups across global locations to help troubleshoot client issuesUpholding procedures for logging, reporting, and statistically monitoring desktop operationsWrite technical support and client documentation in form of Knowledgebase articlesMeet or exceed expected customer service levelsOther duties as assigned by the Advanced Technical Assistance Team Managers Excellent proven track record supporting clients in a financial environmentExcellent proven customer service based approachProven ability to prioritize tasks and issues according to the business impactGood written and verbal communication skillsGood time management skillsAble to work in a high pressure environmentStrong organizational and analytical skillsAbility to multi-task and work under pressureAbility to work autonomously and within teamFlexible and proactive with a "will do attitudeTakes responsibility and follows through on issues to closure and root cause resolutionDemonstrable desire to achieve
What do you need to succeed?
Experience supporting Mac OS, Windows OS, Microsoft Office, Smart Phones and PC hardware over the phoneAble to uphold a positive attitude at all times, even under stressful conditionsExperience supporting remote facilities and usersHigh level of professionalism and strong personal interaction skillsAbility to perform in-depth research and troubleshooting for complex technical issuesAbility to prioritize and complete all work tasks with minimal supervisionAbility and willingness to learn new technologiesDeskside / Desktop / End User Computer experience, ideally in a corporate environment