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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