Job Description

At Fleet Complete, our vision is to connect everyone with everything \xe2\x80\x93 everywhere. We are a leading global provider of IoT solutions in the connected commercial vehicle space and mobile workforce management. Our company has been on an exciting journey, starting back in 2000 when our CEO, Tony Lourakis, founded Complete Innovations. Today, we are a global organization with 600 staff and growing! Our journey continues as we evolve and transform to support the challenges and needs of our customers. This is a great time to be in an IOT organization and help define the future in this space. The McKinsey Center for Future Mobility predicts that by 2030, telematics will be a $750 billion industry worldwide. \xe2\x80\x9cAfter decades as a niche feature, telematics is merging into the automotive mainstream,\xe2\x80\x9d McKinsey reports. We have a big appetite for growth and a passion for innovation. Our products help improve safety standards, dispatching, fleet tracking, regulatory compliance and mobile staff management. Learn more about us. Overall Mandate: At Fleet Complete we are invested in your success. We want you to have a job you are genuinely excited about, as well as opportunities to learn, grow and challenge yourself. If you are passionate about your career and are eager to be a key contributor to the company\xe2\x80\x99s success, then this role is for you. The Help Desk Support Analyst provides technical assistance and support related to computer systems, hardware, and/or software for internal users. The responsibility of the role encompasses, responding to user issues, running diagnostic programs, isolating problems, and determining and implementing solutions in an expeditious fashion. The position requires an ability to juggle multiple tasks and to prioritize efforts according to the business impact and mission critical nature of the role. The successful incumbent in the role should possess strong customer service and problem resolving abilities to enable maintenance, education, and documentation of a variety of software, hardware and user interface instructions and materials. This role will support remote individuals through phone and email. The Help Desk Support Analyst will report into the Manager, Global End User Support. What We Are Looking For Education: College Diploma or higher, in Computer Technology or related field Experience: Several years in working with computers and computer technology Technical Skills: The ability to troubleshoot computer hardware and software. Familiarity with typical business operations software applications, office productivity suites, and operating systems like Windows, macOS, and Linux. Customer Service: Effective communication with end users and support delivery depend on having good interpersonal and customer service abilities. It is highly valued if you have patience, empathy, and the capacity to convey complex ideas in simple words. Problem-Solving Skills: Help desk support analysts should be able to identify and fix technological problems on their own or in conjunction with other team members. Effective problem-solving requires analytical thinking, troubleshooting abilities, and attention to detail. Communication Skills: For documenting support requests, producing technical instructions, and dealing with users via multiple channels including phone, email, or chat, excellent verbal and written communication skills are essential. Multitasking and Prioritization: It\'s essential to be able to manage several things at once and order them according to urgency. Help desk support analysts frequently work in a busy setting where several support requests are being processed at once. Teamwork and Collaboration: analysts should feel at ease interacting with other IT professionals, working in a team-oriented atmosphere, and sharing information and skills to tackle complicated problems. Adaptability: Help desk support analysts need to be able to adjust to shifting user needs, software changes, and emerging technologies. They ought to be rapid learners, receptive to novel concepts, and eager to pick up new abilities as necessary. Professionalism and Confidentiality: It\'s critical to act in a respectful and professional manner when addressing user concerns. Additionally, analysts need to be aware of the value of confidentiality and handle sensitive user data with the utmost integrity and care. Your role will encompass the following:

• Provide technical assistance and support for users related to computer systems, software, and hardware.
• Troubleshoot issues in person or remotely.
• Write training manuals. (Manuals will be brief)
• Train computer users.
• Maintain daily performance of computer systems.
• Respond to email messages for customers seeking help.
• Install, modify, and repair computer hardware and software.
• Clean up computers. (Remove virus and optimize for performance.)
• Troubleshoot issues with MS Office/ O365
• Set up company computers using, imaging software.
• Troubleshoot Networking issues (DHCP, DNS, File Shares, Shared printers, etc.)
• Resolve technical problems with Local Area Networks (LAN), and other systems.
• Install computer peripherals for users. (Printers, external video cards, headsets, monitors, etc.)
• Keep track of inventory; this includes ensuring cleanliness of storage room, and ordering equipment.
• Follow up with customers to ensure issue has been resolved.
• Gain feedback from customers about computer usage.
• Using command line to troubleshoot PCs (Windows, MacOS)
• repairing simple PC issues, replace RAM, Hard Drive, etc.
• Installing OS, Windows & MacOS
• User administration: Active Directory /Azure Active Directory (adding user/removing user, disabling accounts etc.)
• Troubleshoot Wi-Fi issues.
• Troubleshooting tele/video conferencing systems.
• Troubleshooting hosted VoIP systems.

• Intermediate networking knowledge

• Basic Server-side operations knowledge