Position Summary:
As an instore Technical Support Specialist, you will provide 1st & 2nd line technical support and hardware maintenance covering a home store location base (Lakeside) and to other IKEA stores/units within a larger regional team, providing support and cover for business-as-usual service desk covering tasks as well as support for location and national project.
You will have experience working in a similar role and be able to demonstrate excellent IT skills. You should have a flexible and logical approach to working and be a team player with good problem-solving, planning, and organizational skills.
Key Responsibilities:
- Direct first-hand ticket ownership.
- Maintain a high level of First Contacts Fixes.
- Windows Workstations Environment (Windows 8.1, 10, and 11)
- Users and computers management (Active Directory)
- Accurately log incidents and ensure all relevant data is captured.
- Proactively keep customers informed on an incident/request status and progress.
- Applications installation/deployment
- Proactively maintain and develop technical knowledge.
- Laptop, Desktop, and printer hardware parts replacement.
- Adapting and keeping up to date with current standard procedures.
- Wifi client setup, VPN setup
- Escalate incidents to the relevant resolver group where first contact fix is not possible.
- Network cable patching, Layer two network configuration experience
- Setup computers, laptops, printers, tablets as well as Android and IOS devices
- Regularly update tickets logged and manage the ticket assigned to your group.
Required Education & Experience:
- Remote Support
- Windows Operating Systems
- Prior customer services experience
- Good knowledge of IT platforms, equipment, and applications.
- Customer Service
- Excellent time management and prioritizing skills
- Experience in the following:
- An Understanding of the ITIL framework
- Hardware troubleshooting (desktop, laptop, phones, Printers, Tills, Chip & Pin)
- Natural problem solver and thinking out of the box approach
- Experience working with SLAs & KPIs
- Strong communications skills
- Application troubleshooting (Teams, Outlook, Word, SharePoint, One drive, etc)
- Industry-recognized qualifications in relevant area is desirable (MCP / CCNA / CompTIA)
- Previous experience within an IT support environment.