AddressMain Duties and Responsibilities
- Install, upgrade, support and troubleshoot Windows, Mac and any other authorized desktop software/applications
- Install, upgrade, support and troubleshoot End User Workspace Hardware such as Desktop, Laptops, Printers, Mobile Devices, Video and Conferencing Equipment and any other authorized peripheral equipment and devices
- Perform general preventative maintenance tasks on devices and software
- To follow and execute instructions provided by Subject Matter Experts
- Provide onsite hand and eye support to Customer / OEM SME’s towards Install, upgrade, support and troubleshooting of devices in Network and Compute environment
- To assist users with any logged IT related incident when called upon
- To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary
- To accurately record, update and document requests using the IT service desk system
- To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner
- Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization
- To be a highly motivated team player with the skills and ability to manage changing priorities
- To create, maintain and publish relevant support documentation in order to assist all End Users with the quick resolution of their incidents and service requests and enable users to become more self-sufficient
- Be willing to attend training as necessary to keep up to date with the latest technology and internal system processes
- To attend training courses as identified and agreed for appropriate development
- To contribute towards reporting as per customer requirement
- Any other tasks as assigned and within the skillset of the person
- Good general understanding of IT principles such as Networks, Hardware and Domains
- Working knowledge of leading software packages such as MS Office, Lotus Notes, and MS Outlook etc.
- Good working knowledge of Operating system such as Windows and Mac related software and applications
- Good experience in End User device hardware and software troubleshooting
- Good experience of supporting devices such as Printers and Meeting Room equipment’s
- Knowledge of mobile devices, in particular Blackberry and iPhones
- Experience with building, configuring, replacing, and troubleshooting EUC hardware components
- Awareness of Data Backup principles
- Familiarity with virtual, MDM and VPN environments
- Basic knowledge and familiarity with devices in Network and Compute environment
- Exceptional customer facing skills
- Able to communicate clearly and effectively both with Client and the End Customer
- Logical and analytical approach to work
- Accurate record keeping
- Able to work unsupervised
- Good timekeeper
- Intense focus on quality work
- Productive and Efficient
- Able to operate within customer standard operating procedures
- Able to maintain professional demeanor under stress
- To be at all times appropriately dressed for the Customer environment
- Good standards of grooming and personal hygiene
- 2 – 4 Years’ experience working in a similar environment as described above
- Education and Qualification
- Education to the mandatory level in the relevant country
- Training and Certifications
- CompTIA A+ , MCP/MCSE are desirable certifications
- OEM Certification desirable
- Knowledge of ITIL and experience of working within an ITIL environment would be beneficial
