Description

Main 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

Technical Skills

  • 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

Soft Skills & Appearance

  • 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

Experience

  • 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

Education

Any Graduate