Company Description

Description

Who we are...

Cocolevio is a modern technology solutions company, and our vision is to enable a future where all businesses - whether large or small - have the modern technology they need to be competitive and successful in their industry. Visit our website at www.cocolevio.com to learn more about what we do.

Technology Company in Austin, Texas - Cocolevio

Job Description

As the End User Support Technician, you will be the main contact for Desktop End User Support at the customer site and will also be expected to provide coverage to designated remote sites. There will be travel required to remote sites throughout the year. Some of the tasks you will be responsible for: 

• Deploy and administer IT systems in the assigned region, including end-user desktops/laptops, computing servers, network equipment, voice and video hardware and mobile devices

• Installing and configuring, monitoring, maintaining and administering software and hardware computing systems.

• Perform emergency or periodically planned IT systems administration tasks; preventative, proactive and corrective maintenance/upgrades and configuration changes of IT infrastructure/solutions. Perform incident resolution or, when needed, escalate to the appropriate group.

• Interact with regional Support Coordinators and Service Fulfilment Analysts to track and prioritize incidents and tasks in the ticket queues.

• Execute software installation and deployment to computing systems.

• Execute asset change tasks and reflect such changes in appropriate databases.

• Provide IT consultation to the end user.

• Distribute new-user IT starter package and provide initial user IT orientation.

• Ensure security and policy compliance while performing technical tasks.

• Participate in regional and cross-regional technical meetings internally and with Suppliers.

• Contribute updates to technical documentation, procedures and process definitions.

• Perform emergency or periodically planned information systems administration tasks, maintenance/upgrades and configuration changes.

• Conduct systems performance analysis and provide feedback to functional leads and colleagues in the Continual Service Improvement function.

• Contribute to IT International projects as needed and as coordinated by the assigned project manager. The IT Technician frequently interacts with a globally diverse user base, in a primarily English communication environment.

• Dell prides itself on a multicultural workplace with non-local employees encompassing a large percentage of the IT Technician’s user base or IT peer group.

• Understanding a customer’s request or coordinating with global IT teams, in English, will be mandatory. Business travel may be required, as driven by business needs.

Required Skills:

• 10 years of previous experience in Desktop End User Support services

• High level of knowledge around IT Service Centre, Ticket Management

• Experience of any workload management tool preferably GSEP and TFS

• Good and quality interpretation, written, communication and documentation skill

• Exposure to work on high volume data driven applications will be a plus

• Good analytical and problem-solving skills

Interpersonal Skills:

• Customer Facing Skills, services oriented   

• Self-Motivated, able to succeed with limited directional oversight  

• Strong Communication skills  

• Ability to influence at all levels 

• Self-Directed Learner / Desire to learn new technologies  

• Positive team player, keen to get stuck in to get the job done committed to excellent customer service

• Good Conflict Management Skills

• Advanced English Level  

• Able to work under pressure  

• Ability to adapt quickly and lead change  

• Work effectively in a team-based organization  

• Multitasking and ability to work in a high-pressured environment, extra hours, and weekend (when required)