IT Technical Support
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Job Description
- Install, upgrade, support, and troubleshoot Windows, Mac, and any other authorized desktop software/applications
- Install, upgrade, support, and troubleshoot end‑user workspace hardware such as desktops, laptops, printers, mobile devices, video and conferencing equipment, and any other authorized peripheral equipment and devices
- Perform general preventative maintenance tasks on devices and software
- Follow and execute hardware moves provided by subject‑matter experts
- Provide onsite and remote support to customer/OEM SMEs for install, upgrade, support, and troubleshooting of devices in the network and compute environment
- Assist users with any logged IT‑related incidents when called upon
- Provide support including carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalates incidents to other support teams where necessary
- Accurately record, update, and document requests using the IT service desk system
- Install and configure new IT equipment
- Maintain a high level of customer service ensuring that all customers are treated efficiently and in an appropriate manner
- Provide technical support/instructions with the ability to communicate effectively with technical and non‑technical colleagues at all levels in the organization
- Be a highly motivated team player with the skills and ability to manage changing priorities
- Develop a sound understanding of IT operations and related applications and IT systems as well as business‑related processes and procedures
- Maintain and consistently demonstrate a good understanding of customer service principles
- Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes
- Perform root cause analysis and develop checklists for typical problems
- Develop training courses as identified and agreed upon for appropriate development
- Carry out training courses as per customer requirement
- Liaise and develop working relationships with staff and customer‑environment users
- Analyze and resolve incidents and problems using appropriate tools and techniques
Technical Skills
- Good general understanding of IT principles such as networks, hardware, and domains
- Working knowledge of leading software packages such as MS Office, Lotus Notes, and MS Outlook
- Good working knowledge of operating systems such as Windows and Mac‑related software and applications
- Experience in end‑user device hardware and software troubleshooting
- Experience in supporting devices such as printers and meeting room equipment
- Knowledge of mobile devices, in particular Blackberry and iPhones
- Experience with building, configuring, replacing, and troubleshooting EUC hardware components
- Awareness of data backup principles
- Familiarity with virtual, MDM, and VPN environments
- Basic knowledge and/or familiarity with devices in network and compute environments
- 2+ years of related work experience
- Good communication skills is a must
- Must be open to supporting other sites
- Residing nearby the work location
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