IT Onsite Support Technician

Job title: IT Onsite Support Technician in Louisville, KY at Arvato USA LLC

Company: Arvato USA LLC

Job description: Your Tasks

• Provide technical support to users by serving as the first point of onsite contact for internal customers seeking technical assistance.


• Responsible for researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance.


• Provides answers to customers by identifying problems, researching answers, and guiding through corrective steps.


• Candidate will assist our customers via phone, email, chat & on-site support.


• Must be meticulous and analytical to accurately capture customer interactions and close out submitted trouble tickets in a timely manner. Candidate will escalate and track issues that extend beyond onsite span of control or expertise.


• Manage onsite support tickets within service level


• Respond to customer issues via phone, email, chat & on-site support


• Perform remote troubleshooting through diagnostic techniques and pertinent questions


• Determining the best solution based on the issue and details provided by customer


• Document customer interactions


• Escalate issues to the next Tier with next level of difficulty as needed


• Install, make changes, and repair computer hardware and software


• Monitor site to proactively identify and resolve issues


• Oversee customer communication through to resolutions

Expected salary:

Location: Louisville, KY

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