IT Onsite Support Technician
Job title: IT Onsite Support Technician in Louisville, KY at Arvato USA LLC
Company: Arvato USA LLC
Job description: Your Tasks
- Provide technical support to users by serving as the first point of onsite contact for internal customers seeking technical assistance.
- Responsible for researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance.
- Provides answers to customers by identifying problems, researching answers, and guiding through corrective steps.
- Candidate will assist our customers via phone, email, chat & on-site support.
- Must be meticulous and analytical to accurately capture customer interactions and close out submitted trouble tickets in a timely manner. Candidate will escalate and track issues that extend beyond onsite span of control or expertise.
- Manage onsite support tickets within service level
- Respond to customer issues via phone, email, chat & on-site support
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determining the best solution based on the issue and details provided by customer
- Document customer interactions
- Escalate issues to the next Tier with next level of difficulty as needed
- Install, make changes, and repair computer hardware and software
- Monitor site to proactively identify and resolve issues
- Oversee customer communication through to resolutions