Job description:

his role is to staff the Secaucus Geek Bar, provide AV support, and to conduct PC refresh activity. Responsible for the support and troubleshooting of hardware and software problems for desktop and laptop computers at the Geek Bar desk. Install hardware and software on workstations. Set up and maintain network and telecommunications systems. Troubleshoot LAN, server and connectivity issues. Utilize ticketing system, when necessary. Re-image computers, perform data migrations and restorations, and conduct remote problem solving when required. Must possess a working knowledge of hardware components, hardware configurations, and have strong software experience. Assist employees with AV setup in conference rooms. 6+ years of prior experience in a desktop support role is required.

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases