Beschreibung
This position assists staff with technical support of desktop computers, applications, and related technology. 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.Main Responsibilities include:
Accurately testing, identifying, repairing, resolving, and documenting end-user technical issues regarding/desktop support, printers, and LAN cable drops
A hands-on role we're expected to provide 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets
To provide infrastructure administration functions
Providing on-site cover as part of a shift arrangement
Being prepared to work out of hours when required and to provide out of hours on-call support cover as required
Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities
Taking ownership of issues through to resolution on all appropriate requests.
Categorize and prioritize end-user support requests and service requests by utilizing a Customerticketing system to track tickets and provide up-to-date status and information.
Move equipment associated with escalated help desk incidents and service requests
Performing asset inventory activities as needed.
Trains and orients staff on the use of hardware and software.
Recommends and/or performs upgrades on systems (Workstations & Printers) to ensure longevity.
Works with procurement staff to purchase hardware and software.
This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.
Help create technical documentation and manuals
Requirements
Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
Hands-on experience with Windows OS environments
Working knowledge of office automation products and computer peripherals, like printers and scanners
Knowledge of network security practices and anti-virus programs
Ability to perform remote troubleshooting and provide clear instructions
Technical Skills:
Excellent skills in user IT infrastructure - Desktops, Laptops, Printers, etc.
Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications ie Office
Administration experience of MS Active Directory users & groups, policies and management concepts
Address user tickets regarding hardware, software, and networking
Walk customers through installing applications and computer peripherals
Ask targeted questions to diagnose problems
Guide users with simple, step-by-step instructions
Conduct remote troubleshooting
Effective communication by Engineer in English and local languages is mandatory
Business Skills:
Management of the team of L1 resources
Ability to interact with customers so as to ensure that the service is polite, efficient and responsive
A self-starter with the ability to work on their own initiative
To work through issues analytically to a successful conclusion
An individual with a minimum of 3 year's supervisory experience
Desired Experience:
At least 5-6years of experience in the field or in a related area required
Prior experience on Desktops, Workstations, Notebooks, and Printers
Collaboration experience including remote control of PCs and video conferencing knowledge
Deliverables to include ensuring the proper levels of the run and maintain support and hands-on assistance for IT infrastructure projects/upgrades (workstations)
Strong Microsoft Office skills (Outlook, Word, and Excel)
Thorough understanding of Outlook's calendaring tool
Understanding of Exchange functional accounts and how they are used within Microsoft technologies
Strong customer service skills
Ability to provide consistent, excellent customer support to the entire staff, representing a variety of personalities and management levels
Strong written and verbal communication skills (English and local language)
Must be detail-oriented and self-motivating
Background security check required
Additional language skills (English and the local language)
Experience of managing and leading a geographically and culturally diverse team