Description
Main Responsibilities:• Accurately testing, identifying, repairing, resolving, and documenting end user technical issues for basic desktop/laptop/workstation support, basic connectivity support (wired and wireless), PDAs, BlackBerrys, Smartphones and basic printer support
• Support users with Apple Mac and IOS devices
• Support Multifunctional Devices (MFD) for issues like Scan to Email, Scan to Fax, Email to Fax etc.
• Support In-country PBX networks and PSTN interfaces
• Smart hands support for Data Networks, Server, and other infrastructure teams
• Support Hardware/Software selection and Procurement effort
• Support Hardware Refresh, Redeployment and Disposal activities
• Troubleshooting and resolving software issues. Ability to install, configure, reconfigure or reinstall software including remote support
• Reimaging computers/hard drives in accordance with customer standards
• IMACD function including installation and decommission.
• Backing up and restoring settings and associated systems administration activities
• Taking ownership of issues from end-to-end to reach a resolution for all appropriate requests and incidents.
• Categorize and prioritize end user support requests and service requests by utilizing ITSM ticketing tools such as SNOW to track tickets and provide up-to-date status and information to the customer.
• Move equipment associated with escalated help desk incidents and service requests
• Performing asset inventory activities as needed.
• Trains and orients users on use of hardware and software.
• Recommends and / or performs upgrades on systems to ensure longevity.
• Support VIPs on site, if need be
• Coordinate with local cabling vendor for cabling requirements
• Performs other duties as assigned
Desired Skills and Experience
Core competencies, knowledge and experience:
• At least 3 years hands on experience in field Support Services
• Clients: Windows 10, Windows7, Windows XP
• OEM Certified Technician for ordering parts through OEM and parts replacement (Dell)
• Strong Microsoft Office skills (Outlook, Word, and Excel)
• Strong Microsoft operating System installation and troubleshooting skills
• Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers
• Knowledge of Crestron device functionality and connectivity
• Experience with supporting presentation systems (Projectors/Touchscreens/other A/V equipment)
• Basic knowledge to support Mac devices
• Knowledge to support Multifunctional Devices, Smart Phones, PDAs & BYOD
• Broad experience in IT related services with basic understanding of Networks, Intel Servers and Telecoms
• 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
• Must be detail oriented and self-motivating
• Ability to successfully pass a background security check
• Experience including remote control of PCs and video conferencing knowledge
• Rotational On-call as needed
• Ability to lift and move up to 40lbs repeatedly
Technical / professional qualifications:
• Any Degree is a plus
• Any Microsoft certifications also a plus
• Willingness to take additional proprietary certifications
Business & Behavioural Skills
• Strong interpersonal skills and ability to translate IT technical language into everyday terms which users can understand, specifically non-technical senior management
• Ability to interact with customers so as to ensure that the service is flexible, efficient and responsive
• To work through issues analytically to a successful conclusion
• Demonstrable results in a business customer facing role, with a track record of delivering services to defined service levels.
• Experience of working with multi-discipline teams in distributed locations.
• Experience of working in an Operational environment alongside other technical and operational teams, ensuring that all parties collaborate effectively to deliver services.
• Use of ITIL service management framework to deliver best practice
• Proven ability to deliver improvements that deliver greater value to the customer and business through more efficient delivery and/or lower costs.
• Self-motivated. Ability to learn new technologies on own.
• Strong technical aptitude and ability to research and solve complex issues independently
• Ability to work as part of a team.
• Ability to participate and contribute during crisis times, assist team members/leads, as
• needed
• Show adaptability and flexibility in work to suit business requirements. Be flexible with respect to work requirements and timings of shifts based on business requirements. Demonstrate ownership and responsibility in all assignments
• Build and nurture positive working relationship with customers with the intention to exceed their Expectations.