It is the responsibility of the individual in this role to provide services outlined as listed in this job description. This role reports to the Director of Customer support. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  •  Service-desk Agent 
    • Gain familiarity with current solutions and canned responses and use when appropriate. 
    • Respond to assigned tickets and tasks in a timely manner   
    • Maintain an advanced knowledge of Windows 10 and 11 OS and Office365 issues.  
    • Maintain a knowledge of TeamViewer, Quick Assist and Microsoft Teams for end-user remote support.  
    • Follows Computer Support (CS) documented procedures. 
    • Stay updated on new technologies relevant to Ethnos360 needs. 
  • Develop Support Documentation. 
    • Create documents for Instructional documentation 
    • Update existing instructional documentation as needed 
  • Setup New Systems 
    • Follow procedures to test, setup and Install apps for Domain, Azure and Personal computers 
    • Transfer Data as needed 
    • Use of Shopify Store and Inventory management  
  • Hardware upgrades and repairs. 
    • Use and maintenance of Image library system – Use SID Change 
    • Maintain security standards and help all users in Best Practice.   
    • Maintain knowledge of Malware and Virus Removal
    • Carry out maintenance, troubleshooting and repair of work computers.