SUMMARY:

This role will support Global PRGX employees with hardware, software and technical troubleshooting. The ideal candidate will have a strong understanding of computer hardware and software, excellent problem-solving skills, and a customer-oriented approach.

JOB DUTIES & RESPONSIBILITIES:

• Provide technical support to end users via phone, email, chat, or in-person.
• Approach support with a customer-centric attitude from the perspective of the end user.
• Availability to be onsite in our Manchester UK location five days a week.
• Troubleshoot Windows and Mac computers, applications, hardware, peripherals, and related issues
• Creating and tracking tickets using JIRA to resolve within defined SLA
• Troubleshoot and support proprietary applications.
• Troubleshoot and support 1st level networking and connectivity related issues.
• Work cross-functionally with other support organizations to ensure customers’ satisfaction and bring closure to open issues.
• Troubleshoot problems and determine proper resolution for all level 1 and some level 2 issues.
• Understand when and how to escalate issues to other teams.
• Understand and communicate effectively with customers, including senior leadership team members.
• Provide ongoing and timely feedback to the customer while the issue is worked to resolution.
• Provide feedback to management on recurring hardware/software issues.
• Develop expertise with PRGX system images and hardware platforms.
• Maintain a positive and helpful attitude when working with customers, team members, and other teams.
• Participate in pilot testing of new hardware and software solutions.
• Document and update technical procedures and solutions for future reference.
• Provide training and guidance to users on basic hardware and software usage
• Other duties and responsibilities may be required at the discretion of management.
• Contributes to the success of the organization by helping others accomplish job results, learning new skills needed by the team and finding new ways to help the team.
• Flexibility to work outside of regular business hours when necessary.

WORK EXPERIENCE AND EDUCATION REQUIREMENTS:

• Higher education college course in computing or IT support; or Level 2 Certificate in ICT Systems Support or Level 3 Diploma in ICT Professional Competence; or 1 year IT support related experience and/or training; or equivalent combination of education and experience.
• Prefer minimum of 1 year of experience in an IT Support related role. Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or similar are a plus.
• Basic understanding of laptop and desktop computer hardware and software in an enterprise network LAN/WAN environment.
• Familiarity with Active Directory and networking concepts.

Preferably French Speaking.