Description

Core Responsibilities:

  • Oversee and manage IT Infrastructure used for delivering End User Computing (EUC) services, which includes authentication and authorization services, single sign-on, remote access, messaging and collaboration, enterprise mobility services, desktop and applications virtualization, end-point security, software distribution and patch management and file and print services.
  • Review performance of EUC services with IT service providers, provide recommendations, and oversee resolution of operational issues.
  • Inventory Control for all hardware and software within the organization.
  • Provide technical support via phone and email and onsite, where necessary.
  • Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.
  • Furnish and submit timely updates to end users on the status of outstanding issues within targeted Service Level.
  • Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
  • Handle initial classification/prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident.
  • Perform user administration tasks such as creation, modification, and deletion of users.
  • Provide support onsite for ticketing events, where required.

Job Specifications:

  • Minimum Diploma in Computer Studies or Computer Engineering.
  • Windows 7 & 10, Mac OS, iOS and Android OS
  • Working knowledge of Active Directory, Office 365, including Teams, Sharepoint Online, OneDrive, Sophos (or any Antivirus software) and Intune.
  • Understanding of basic networking
  • Experience with office productivity, meeting room solutions, CCTV, door access and service management tools is an advantage
  • Achieve success in team environment, demonstrating shared responsibility and accountability along with other team members
  • Able to support after office hours if required
  • Provide onsite and remote End user support
  • Tracking & documenting support activities using ticketing system (JIRA)

Key Skills
Education

Any Graduate

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