Job Description :
Main Responsibilities include:
· Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, printers, PDAs, BlackBerrys, and LAN cable drops
· 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
· Providing on-site cover from 8:00 – 1700 hours Mon- Fri as part of a shift arrangement
· Being prepared to work out of hours when required and to provide out of hours on-call support cover as 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, Handhelds, Smartphone 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