Overview:
Main Objectives and duties:
1. Maximum access/availability for all desktops
- Maintains daily monitoring and preventive maintenance to maintain desktop performance
- Performs daily inventory for all IT Equipment
- Submits real time report to Supervisor for all busted/damaged equipment.
2. All Software/ tools needed by all department are installed and updated
- Informs Technical Support Supervisor before installing any software
- Follows work instructions on installing software, drivers, tools
- Updates Software inventory file.
3. All legitimate internal Customer requests are catered on a timely manner.
- Monitors and updates Helpdesk Request in real time and provide proactive approach on catering client requests
- Escalates advance desktop issues to next level if needed
4. All security policies and procedures are being applied to all Desktop equipment
- Performs weekly evaluation/inventory on desktop equipment.
- Follows work instructions on applying security policies and procedures.
5. Maximum access to network connectivity for all Desktop equipment.
- Coordinates in a timely manner to Technical Support Supervisor and NOC Team for any network abnormalities
- Ensures all equipment are physically, properly connected and configured.
6. Monitoring of all downtime issues and report immediately to all appropriate personnel.
- Monitors Skype Official Chat Groups for any issues
- Monitors emails for any issues
- Follows IT escalation procedures
7. Provision of training/coaching to Technical Support II
- Provides coaching/training to Technical Support II when needed.
- Next level of escalation for Level 2 tech support
- Assist clients on high/moderate level IT Concerns
Qualifications:
- Tech/It degree
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At least 1 year of experience.
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Documentation and Reports: Knowledge of appropriate data/information to be collected, reported, and monitored. Ability to extract, compile, assimilate, organize, and store in printed and electronic form such data/information required for reporting and monitoring purposes.
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Problem Solving: Ability to identify problems, determine possible solutions, and actively work to resolve the issues using various problem solving tools and techniques.
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Analytical & Logical Thinking: Ability to identify and assess relevant information, issues, and concerns; relate and compare data from different sources, and identify alternative actions. Ability to approach a problem or situation using a logical, systematic, methodical or sequential approach.
Information Technology -
Ability to understand and apply the IT processes and tools (hardware and software systems) used to develop systems supporting the effective flow and use of information as a strategic company resource.
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Communication: Knowledge and skill to transmit and receive information to/from individuals or groups through various channels and media, in a clear way, to understand and be understood.
