Job Description :
This position assists staff with technical support of desktop computers, applications, and related technology.
Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines.
Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.
High-level analysis and technical support for customers and their networked computers and peripherals.
Interface with multiple levels of management and VIPs.
Main Responsibilities include:
Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding PCs /desktop support, laptop, printersand LAN cable drops
User assistance for infra apps (mail, messaging, collaboration, tele presence etc
User assistance for syncing calendars, device backups
Hands on role where expected to provide 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets
To provide infrastructure administration functions
Being prepared to work out of hours when required.
Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities
Taking ownership of issues through to resolution on all appropriate requests.
Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.
Move equipment associated with escalated help desk incidents and service requests
Performing asset inventory activities as needed.
Trains and orients staff on use of hardware and software.
Recommends and / or performs upgrades on systems (Workstations & Printers) to ensure longevity.
Works with procurement staff to purchase hardware and software.
This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.
Technical Skills:
Excellent skills in user IT infrastructure – Desktops, Laptops, Printers, etc.
Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Office
Administration experience of MS Active Directory users & groups, policies and management concepts
Effective communication by Engineer in English and local languages is mandatory
Experience in Windows 7 to Windows 10 Migration.
Business Skills:
Ability to interact with customers so as to ensure that the service is polite, efficient and responsive
A self-starter with ability to work on their own initiative
To work through issues analytically to a successful conclusion
Desired Experience:
At least 3-4years of experience in the field or in a related area required.
Experience in supporting VIPs is mandatory
Prior experience on Desktops, Workstations, Notebooks and Printers
Collaboration experience including remote control of PCs
Deliverables to include ensuring the proper levels of run and maintain support and hands-on assistance for IT infrastructure projects /upgrades (workstations)
Strong Microsoft Office skills (Outlook, Word, and Excel)
Thorough understanding of Outlook''s calendaring tool
Understanding of Exchange functional accounts and how they are used within Microsoft technologies
Strong customer service skills
Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
Strong written and verbal communication skills (English and local language)
Must be detail oriented and self-motivating
Background security check required
Experience of working in a geographically and culturally diverse team
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