This is a 100% onsite role in Atlanta, GA 30308

Our large, Fortune Technology client is ranked as one of the best companies to work with, in the world. As a global leader in 3D design, engineering, and entertainment software, they foster progressive culture, creativity, and a flexible work environment. They use cutting-edge technologies to keep themselves ahead of the curve. Diversity in all aspects is respected. Integrity, experience, honesty, people, humanity, and passion for excellence are some other adjectives that define this global technology leader.

Qualifications:

• Must have provided a minimum of 3 years of IT customer service.
• Excellence in a support position (desktop support, technical call center level 2/3 or equivalent) within a fairly complex environment.
• Technical skills should include strong knowledge of AutoPilot Imaging, Windows 10/11, Azure, Mac OSX, MS Office 365, Exchange and e-mail support, Active Directory, Zoom rooms support, and familiarity with ticketing systems(Service-Now experience a plus).
• Experience in understanding customers’ needs as well as meeting customers’ expectations.
• Knowledge of asset management, shipping & receiving as well as record keeping.
• Must be able to manage time effectively and be motivated, reliable, and a self-starter.
• Successful candidates must have a strong customer service orientation, demonstrated ability to “multi-task” effectively in a fast-paced, technical environment, and a clear aptitude for problem-solving.
• In addition to technical troubleshooting skills, the candidate must possess excellent oral / written communication and analytical skills as well as strong organizational abilities.
• Post-secondary education in a relevant field or equivalent experience.
• Current certifications delivered by renowned IT organizations (ex. CompTIA A+, HDI, or Microsoft MCP) would be an asset.

The successful candidate will primarily provide end-user technical support and technology projects.

• This role will provide day-to-day on-site technical support to employees’ desktop and laptop systems, software and hardware installations, as well as configuring and troubleshooting laptops (Lenovo/MacBook), desktops, tablets, phones, etc.
• The ESE Site Support Technician will serve as a liaison between IT and business groups, and act as the face of IT in managing customer relationships and expectations. You will assist other infrastructure teams with server and network issues and installations when on-site technical resources are not available.
• The candidate will possess a good understanding of software and hardware, related technologies, asset management as well as shipping/receiving.
• A passion for delivering consistent and excellent customer service is a must.
• The successful candidate will provide quick response and maximum uptime for all users and perform end-user training when necessary.

Responsibilities

• Manage day-to-day requests from our PC Hub; ship and check in computer hardware, utilizing our web-based Workstation Database Maintain accurate records of company hardware assets.
• Responsible for administering and deploying equipment and software solutions company-wide.
• Share in production of technical/support documentation for knowledge base.
• Troubleshoot all problem areas (promptly and accurately), along with providing end-user assistance where required.
• Consistently meet established SLAs when providing support for PCs, OS, phones, tablet devices, printers, and desktop applications.
• Work in cooperation with other IT Services groups, follow processes, and use provided tools to provide optimal support for employees.
• Maintain a high degree of customer service.
• Participate in activities of support and work with other IT departments to ensure requests are efficiently prioritized and completed within appropriate timeframes & drive process improvements where needed.
• Follow standards for supported applications and workflows.
• Able to manage workload with minimal supervision.