Archer - Advisor, IT Service Operations

2 days ago


مصر, Egypt RSA Full time

**Archer - Advisor, IT Service Operations**

**Principal Responsibilities**:

- Provide direct Face-to-Face world class end user support experience with an emphasis on quality resolutions
- Help improve end user's productivity by completing triage, offering advice, teaching and developing solutions to common challenges with office products and capabilities
- Provide hardware break/fix support and warranty support for current desktop, laptop, tablets and workstation device
- Reimage systems as required
- Identifies potential escalations and proactively alerts management as needed.
- Partners, as required, with other IT teams as appropriate to ensure problem resolution is obtained and, if necessary, root cause is identified
- Recommend and/or performs upgrades on systems
- Work with procurement staff to purchase hardware and software
- Complete installation and testing of computers and peripherals within established standards and guidelines
- Provide basic support for mobile devices and printers
- Provide primary support to executive users
- Provide equipment move services
- Ensures configuration and inventory management database entries are complete and accurate
- Provides time / resource estimates for assigned tasks including time tracking activities
- Local travel as needed
- Perform other duties as assigned

**Requirements**:

- Certifications a plus: ITIL, Microsoft, Azure Cloud, Cisco CCNA.
- Multi-language is a plus. Japanese language desired.
- Able to adapt to change
- Strong problem solving skills
- Sense of urgency
- Strong troubleshooting skills
- Strong customer service skills
- Strong communication skills

**Education and Experience**:

- Bachelor’s degree
- Typically requires 4+ years of related experience in a professional role.

RSA is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, and any other category protected by applicable country law.



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