� Job Description:

� The Local IT technician performs different types of support, such as

troubleshooting, diagnose, repair, setup, and installation of systems and
equipment. Daily work logs and service tickets must be filled out and accurate.
Technicians must be able to work face to face with customers on a regular basis,
troubleshooting technical issues and providing support. There is some physical
labor involved and some lifting of equipment.
Technicians must have knowledge of and experience with the setup, installation,
modification, and maintenance, of computing technologies, peripherals, network
devices, servers and backups; expertise in software and hardware upgrades, imaging
computers; but also be able to �think outside the box� when necessary.
Applicants must be able to work without much direct supervision on a daily basis.
Project management skills are helpful, as many projects involve ensuring that
equipment from multiple vendors is installed properly and working together There
are typically multiple projects in progress at the same time, so technicians must
be able to track and stay updated on multiple tasks at the same time. Technicians
must also possess superb customer service skills and an ability to diagnose and
solve problems from non-technical descriptions provided by their customers.
Strong oral and written communication skills in ENGLISH ? Ability to manage
multiple tasks ? Detail and customer service orientated
Requirements: ? Proven field service experience ? Ability to troubleshoot, test,
repair and service technical equipment ? ? Ability to work flexible shifts and to
adapt to changing work schedules

Essential Functions/Core Responsibilities

� Ensure service delivered to our customers meets contractual Key Performance
Indicator (�KPIs�)
� Clarify customer requirements; probe for understanding, use decision-support
tools and resources to appropriately provide resolution to the customer
� Listen attentively to customer needs and concerns; demonstrate empathy while
maximizing opportunity to build rapport with the customer
� Greet customers in a courteous, friendly, and professional manner using agreed
upon procedures
� Maintain basic knowledge of client products and/or services
� Prepare complete and accurate work including appropriately notating accounts as
required
� Participate in activities designed to improve customer satisfaction and business
performance
� Offer additional products and/or services
� Track, document and retrieve information in call tracking database
� Respond to customer inquiries by referring them to published materials, secondary
sources or more senior staff
Candidate Profile
� High school diploma with three to six months of relevant experience preferred
� Courteous with strong customer service orientation
� Strong computer navigation skills and PC Knowledge
� Ability to effectively communicate, both written and verbally
� Dependable with strong attention to detail
� Skilled in multi-tasking; including the ability to be flexible and adapt to
changes quickly
� Tolerance for repetitive work in a fast-paced, high production work environment
� Ability to work as a team member, as well as independently
� Demonstrate patience in all customer contact situations; including maintaining a
pleasant and professional tone and manner
� Ability to rotate shifts, as needed
� Based on location and/or program, additional experience/skills may be required
� Job requirements may vary by country and will not contravene any local laws
Career Framework Role

Has program required basic skill set to perform routine tasks within simple
processes but lacking program/product specific knowledge. Works with close
supervision and clearly defined procedures. Starting to demonstrate familiarity
with client terminology, operating standards and procedures. Starter without
sustained metric performance levels.

Disclaimer

The above statements are intended to describe the general nature and level of work
being performed by people assigned to this job. They are not intended to be an
exhaustive list of all responsibilities, duties, and skills required of personnel
working within this job title