Description
Role Summary:This position assists customers, end users and operating staff with technical support of desktop computers, applications, and related technology. Interaction with multiple levels of end users, managers, VIPs and local technical staff is required. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. A good understanding of general IT services is required. “Smart Hands” services and cooperation with subject matter experts to provide support of Networking Equipment, Servers, Telecoms and other IT related equipment.
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