The primary responsibility of this role is to provide IT support to the end users of the organization to solve technical issues. This role will also provide effective assistance, back up and support to the Team Lead.
Responsibility
Install, configure, diagnose, repair, maintain, and upgrade all Hardware, Desktop Operating System,
MS Office and any other authorized desktop applications.
Setting up and configuring new laptops and desktops with Endpoint security solutions
Ensuring security and upgrades are applied and kept up to date on desktops and laptops
Ensure that Incidents and Service Requests have been dealt with to the Business user’s satisfaction
Ensure that response time and resolution time objectives are met as defined in the SLA
Reporting faults and maintaining logs on desktops and laptops
Responsible for managing backups and tape rotation
Troubleshooting network connectivity issues LAN & WAN.
Undertake small to medium-sized IT projects as instructed by the Team Lead
Maintain, troubleshoot and resolve issues related to computer peripheral devices like printers,
Scanners and any other authorized peripheral equipment.
Providing support for MAC PCs
Maintain telephony system
Support and maintain MS Server/Desktops and MS Exchange
Assisting in getting quotations for purchase program for IT hardware/software
Ensure all software licensing purchased are recorded and maintained.
Setting up new users and disabling expired accounts in accordance with HR requirements
Escalate IT issues to the Team Lead where necessary
Prepare documents, meeting materials and correspondence
Perform basic administrative support duties as required to meet specific operational objectives
Work extra hours to meet deadlines, as required and where reasonable
Provide assistance as required to the Team Lead
Provide assistance and support to colleagues in IT-related matters
Ensure that a high level of customer service and support is provided to all internal and external customers
5+ years’ experience in Desktop/Laptop/MAC Support
Superior customer service and support skills
Experience in Setting up and configuring new laptops and desktops with Endpoint security solutions and authorized software
Experience in Diagnose and resolve technical issues related to Operating system, Endpoint security solutions and applications
Strong understanding of Server technologies and Network/Endpoint Security technologies
Good technical writing, documentation, and communication skills are required.
Well-organized, action-oriented team player with the ability to prioritize daily work, change directions quickly, and work on multiple projects simultaneously