IT Support Specialist

Bachelors in Computer Application(Computers)

Nationality: Any Nationality

Vacancy: 1 Vacancy

Job Description

Key Responsibilities:

• Level -1 support for all IT related issues.
• Proper escalation of unresolved issues to L2 (Internal) team according to established guidelines and policies.
• Respond to customer inquiries in a timely manner by following the established SLA (service level agreement).
• Follow-up with users to ensure that all issues/needs have been resolved/met.
• Serving as the first point of contact for staff seeking technical assistance over the phone, email, or through ITSM Tool requests.
• Performing remote troubleshooting through diagnostic techniques and pertinent questions.
• Ensure all issues are properly logged.
• Record incidents and problems and their resolution in logs.
• Prioritize and manage several open issues at one time.
• Assist and provide support to off-site technical staff in identifying and resolving technical issues.
• Assist with various projects/tasks assigned from Team Lead.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic and some advanced technical issues.
• Expertise in systems administration, networking, hardware, and mobile device hardware/software troubleshooting.
• Experience with Windows Active Directory, DNS, Remote Desktop, Networking, and VOIP on Level-1.
• Functional knowledge and experience of installation troubleshooting of Windows Server (2008/2012/AD) and MAC.
• Configuration of Cisco/Avaya/IP based Phones.
• Installation configuration of Printers/Scanners and Oracle based application support.
• Virtual Desktop Interface knowledge.
• Customer-oriented and positive attitude.

Requirements:

• BE/BSc/BS in IT, Computer Science, or any relevant discipline.
• Must have 1+ years experience in Level-1 support.
• Proven experience as a help desk technician/Support Engineer.