Senior Client Support Technician, NY

Polo Ralph Lauren Corporation is a leader in the design, marketing and distribution of premium lifestyle products in four categories: apparel, home, accessories and fragrances. For more than 40 years, Ralph Lauren’s reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets.

Purpose and Scope: Provides desktop Support to clients either at the client desktop primarily for PC users, but may require some Mac experience. Responsible for desktop issues regarding monitors, keyboard, docking stations, mouse, printers, cell phones, PDA’s and remote access. Must be experienced in XP, Office, Outlook, OSX, network issues. Must have a customer service focus, with an efficient approach to problem solving and problem resolution.




Responsibilities:



Ensure all issues and problems are reported through the Help Desk.
Monitor all Help Desk tickets that apply to clients within area of responsibility for resolution and escalation as necessary.
Ensure meeting of SLA’s through ticket monitoring.
Standard Issue Resolution: follow all processed and procedure, Meet all defined SLA’s, Escalate to management when unable to meet SLA’s.
New Issue Resolution: Resolve issues, Assist in development of processes, procedures SLA’s and escalations to standardize resolution.
Advanced Issue Resolution: Escalate issues as necessary, Assist in development of processes, procedures, SLA’s and escalations to standardize resolution.
Analyze and resolve issues resulting from moves requirements identified by facilities. Perform moves and update Asset Management tracking system ( requires physical ability to lift up to 100lbs.).




Job Requirements:



Microsoft A+ Certification.
Troubleshoot Windows95/2000/XP issues within the OS and Applications.
Troubleshoot Windows95/2000/XP local and Network printing issues.
Thorough knowledge of Microsoft office.
Experience with hardware replacement techniques.
Successful previous completion of Microsoft Administering Windows O/S course.
Successful previous completion of Microsoft Administering Windows 2000 Server Course.
Successful previous completion of Microsoft Administering W2K Network Drive Infrastructure course.
Successful previous completion of Microsoft Administering W2K Directory services course.
Successful previous completion of Microsoft W2K Network Infrastructure course.
Ability to work unsupervised in remote locations.





Polo Ralph Lauren is an equal opportunity employer. We offer dynamic career opportunities with growth potential and a generous company discount.
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