Experience

Impos Point of Sale

• Australia
• IT Services and IT Consulting
• 1 - 100 Employee

• Senior Technical Support Specialist

  • Jul 2018 - Present

  • Provide 1st, and 2nd level issue resolution and troubleshooting for end users and remote users. • Manage incoming Desk Side Support Incidents & Service Requests via the CRM Tool and provide high quality and conscientious support • Document all troubleshooting and resolution details on the CRM Tool • Communicate to users the progress of enquiries and requests from receipt to closure • Follow Escalation Matrix Protocols on Large User Impact Issues to the appropriate support teams • Troubleshoot VDI / Client Remote Desktop Performance Issues • Troubleshoot printing system which includes configuration in print server. Print queue or back office print settings. • Access client’s terminal via Labtech, installation of Agents in client’s PC remotely. • Set-up, deploy and maintain end user hardware and software including: • Set-up of New Starters remotely i.e. computer/notebook set up, account set ups, physical rollout. • First Level Telephony Support, including VM, Pin Resets & Name Changes • Procurement of necessary hardware and software • Receive and document hardware details (in/out) in CRM Show less