Summary Of PositionI.The deployment technician is responsible to provide a very high level of customer service delivering Windows 10, pre & post support, and triaging. Responsibilities include logging and tracking incoming calls and email tickets as well as providing efficient customer support for level 1 and two issues related to Windows 10, applications and peripherals. You will also handle level 2 escalations and be expected to provide guidance and support to level 1 team members driving efficiency on the Service Desk.The Deployment Technician will be responsible for taking direction from the program manager and deployment lead for the following projects Windows 10 Upgrade Hardware Refresh AV UpgradeIi. ResponsibilitiesExhibit exceptional high touch customer service on a fast-paced projectAble follow process to image and deploy PCs with Windows 10 and applicationsPerform pc backup of old data and restore to new PC using USMT toolRestoring user settings by configuring networked printers, mapped drives, etc.Follow asset inventory guidelines.Communicating Coordinate scheduling with end users.Conduct yourself with the poise and skills of a polished level 2 resource.MUST effectively communicate technical ideas and instructions to non-technical end users, without sounding pretentious, while maintaining a positive perspective. Must be able to work independently on issues and assignments and report daily progress to the leadership.Take ownership of issues to see that they are diagnose and resolve completion.Apply Critical Thinking and Honed Analytical skills to resolve tickets and improve flow.Thorough exhaustion of all available resources in pursuit of resolution before escalation.Handle escalations, questions and escalate calls and issues where necessary to L3 support.Coordinate with 3rd party vendors, ISP, Cloud Services, etc. to move issues towards completion.Properly document new or updated client information, via internal knowledgebase.Work in a ticketing system to provide timely and accurate details of the issue.Communicate problems, maintaining incident reports, activity logs, shift hand-off and follow-up activities with the leadership.Accurately translate client requests/issues to technical standards.Identify trends and recurring issues in reactive service, and report to leadership.The job requires occasional travel and requires some off-hours or weekend work.Ability to work various shifts and occasional overtimeWork alongside current team and follow company standardsIII. Experience and EducationRequired five years’ experience within relevant IT fieldsKnowledge of Microsoft Office applications and Windows operating systems.General understanding of Active Directory, Group Policy, and basic network concepts a plus.Communicate clearly and concisely, both orally and in writing.Able to compile, organize and analyze complex data.Excellent oral and written communication skills.Excellent organizational, analytical skills and able to work on multiple tasks while meeting deadlines.Readily accessible via mobile phone and email during off-hours.Detail oriented, follows and implements corporate procedures and policies.Grace under pressure must be steady under stress.IV. Cultural Expected Behaviors Align with Deployment Lead Technician assigned to the project Report issues to the Deployment Lead Technician on updates, changes, and issues Must be flexible to work in a changing/fast paced environmentCenergy is the most dependable source of workforce solutions to leading global industries. We provide specialized personnel, safety solutions, inspection solutions, logistics optimization, and vendor management. We are dedicated to delivering the right people, with the right knowledge and experience anywhere in the world.WHY WORK WITH CENERGYCenergy recruiting is a full life-cycle process, our candidates are supported and coached from the initial interview through the on-boarding phase. In addition, through Cenergy's recruitment process a Cenergy recruiter provides support to candidates when a project ends to help provide new consulting opportunities. Cenergy offers a wide variety of consulting opportunities as well as direct hire positions in multiple domestic and international locations.
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