Job Description SUMMARY: This is a Jr. support role.
The role will be supporting PRGX employees in the Manchester office, as well as globally, with hardware, software, and technical troubleshooting.
The ideal candidate will have a strong understanding of computer hardware and software, excellent problem-solving skills, and a customer-oriented approach.
Candidates who also speak French would be highly preferred.
JOB DUTIES & RESPONSIBILITIES: · Provide technical support to end users via phone, email, chat, or in-person.
· Approach support with a customer-centric attitude from the perspective of the end user.
· Availability to be onsite in our Manchester UK location five days a week.
· Troubleshoot Windows and Mac computers, applications, hardware, peripherals, and related issues · Creating and tracking tickets using JIRA to resolve within defined SLA · Troubleshoot and support proprietary applications.
· Troubleshoot and support 1st level networking and connectivity related issues.
· Work cross-functionally with other support organizations to ensure customers' satisfaction and bring closure toopen issues.
· Troubleshoot problems and determine proper resolution for all level 1 and some level 2 issues.
· Understand when and how to escalate issues to other teams.
· Understand and communicate effectively with customers, including senior leadership team members.
· Provide ongoing and timely feedback to the customer while the issue is worked to resolution.
· Provide feedback to management on recurring hardware/software issues.
· Develop expertise with PRGX system images and hardware platforms.
· Maintain a positive and helpful attitude when working with customers, team members, and other teams.
· Participate in pilot testing of new hardware and software solutions.
· Document and update technical procedures and solutions for future reference.
· Provide training and guidance to users on basic hardware and software usage · Other duties and responsibilities may be required at the discretion of management.
· Contributes to the success of the organization by helping others accomplish job results, learning new skills needed by the team and finding new ways to help the team.
· Flexibility to work outside of regular business hours when necessary.
WORK EXPERIENCE AND EDUCATION REQUIREMENTS: French speaking.
Higher education college course in computing or IT support; or Level 2 Certificate in ICT Systems Support or Level 3 Diploma in ICT Professional Competence; or 1 year IT support related experience and/or training; or equivalent combination of education and experience.
Prefer minimum of 1 year of experience in an IT Support related role.
Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or similar are a plus.
Basic understanding of laptop and desktop computer hardware and software in an enterprise network LAN/WAN environment.
Familiarity with Active Directory and networking concepts.