Responsibilities:
61 Provide a high level of customer service while supporting end users. Support includes, but is not limited to, laptops, desktops, smartphones, *** & VC systems, office phone, and voicemail system.
61 Respond to telephone calls, emails and personnel requests for technical support.
61 Identify, research, and resolve technical problems.
61 Document, track, and monitor the problem to ensure a timely resolution.
61 Successfully troubleshoot issues both independently and in collaboration with all available resources.
61 Oversee and troubleshoot video conference and telecommunication systems in coordination with regional technical resources.
61 Maintain, analyze, troubleshoot, and repair computer systems, hardware, and computer peripherals.
61 Document, maintain, upgrade or replace hardware and software systems.
61 Support and maintain user account information including rights, security, and systems groups.
61 Maintain configurations of all laptop and desktop computer systems according to established standards.
61 Document and update technology related instructions and procedures as required.
61 Maintain problem call history by recording calls in SNOW tracking database.
61 Analyze calls data to proactively identify improvement opportunities.
61 Evaluate new technologies for potential applicability within BCG.
61 Displays tact, patience and the ability to handle stressful situations.
61 Perform other duties as assigned or required such as case team support & marketing event support
Qualifications:
61 Institutional training in Information Technology, Computer Science, or a related field or above
61 Experience: 1 years or above IT support and troubleshooting experience in a sizeable firm
Skills:
61 Proficiency in IT hardware and software troubleshooting.
61 Knowledge of network configurations and maintenance.
61 Excellent customer service and communication skills.
61 Ability to work independently and as part of a team.