End User Support Technician

Description

On site (parks, resorts, and Disney buildings) Service Level desktop incident resolution for cast members.

• On site (parks, resorts, and Disney buildings) Service Level desktop incident resolution for cast members
• Offer break/fix support to cast members for aspects, i.e., Disney owned devices, peripherals and software installed
• Understand the levels of service offered to the cast members and ensure SLA’s are achieved
• Liaise and work with EUC Request Fulfillment team. As needed carry out daily installations for all hardware that is being refreshed, reimaged or memory installed etc.
• Wiping devices that are returned from the field for return to inventory
• Install and configure software requested by Cast Member (MS Office 365, Adobe Creative Suite, VPN software, etc.)
• Ticket management – manage all service level tickets that are assigned to individuals. Update and close tickets
• Post Validation Support – Support the appointments that cast members request for remote support after they receive their new hardware. Calls can include any type of help that the cast member may need from configuring their device, installing software, adding network drives to needing a device reimaged or replaced
• Lift, carry and transport computer equipment.

• Proven 3-5 years of PC desktop/laptop field deployment work with large scale operations.
• 3-5 years hands on experience with SCCM, TCP/IP protocols, Active Directory, and Exchange
• 3-5 years hands on experience with Win 7, Win 10 and MAC OS
• Experience with Ticket monitoring systems (Service Now)
• Hands on with large scale windows migration activities
• Knowledge and experience of In Tune
• Proficient use of Microsoft Office Products (word, excel, PowerPoint)
• Strong customer service skills (in-person and written)
• Strong communication skills (in-person and written)
• Ability to work under minimal supervision
• Ability to work and multitask in a fast-paced and deadline-driven environment
• Detail Oriented

• Be punctual, it is critical that you start your day at your agreed starting time and subsequently manage your time to arrive on-time to customer appointments
• From the above, ensure you communicate when there is any deviation, both with supervisor and as needed customer
• This role has many attributes, and it is imperative that you are flexible and deliver tasks that are assigned to you – across all EUC responsibilities

• Have a full, clean driving license
• Have access to a roadworthy vehicle