IT Support Technician

Key Responsibilities

• Provides second-line investigation and diagnosis.
• Resolves and closes incidents/service requests as per help desk procedures & allocated timelines.
• Escalates unresolved incidents/service requests within agreed timescales.
• Logs relevant incident/service request details as per process.
• Communicates with clients regarding incident progress.
• Ensures tickets are always updated until issues are resolved.
• Complies with Health Safety Environment (HSE) and IT policies.
• Liaises with clients, IT support groups, and 3rd party providers when necessary.
• Performs staging of PCs.
• Performs IMAC (Install, Move, Add and Change) of End user hardware (Laptops, desktops, mobile devices, printers, desk phones, meeting room devices etc.).
• Conducts hardware and software maintenance and support.
• Troubleshoots and resolves PC incidents and/or VIP requests.
• Manages centralized hardware and spare part stocking and inventory.
• Manages surplus equipment.
• Provides break fix services to nearest small sites - leveraging shipping options (Device exchange or Loaner PC).
• Provides asset disposal services.
• Coordinates with hardware vendors for break fix.
• Performs imaging & provisioning of devices.
• Sets up and builds workstations.
• Updates AMDB including hardware and software.
• Manages PC and other devices logistics.

Requirements & Tech Stack

• Strong knowledge of desktop/laptop hardware.
• Very strong hands-on experience (H/W and S/W).
• Good knowledge of Win 10, Win 7, & MS Office.
• Knowledge of Mac OS.
• Application / software installation and troubleshooting.
• Knowledge / exposure on ticketing tools (e.g., Service Now).
• Strong Troubleshooting Skills.
• Hardware, operating system & software knowledge of laptops, desktops & mobile devices.
• Working knowledge of supporting computer peripherals, like printers, scanners.
• Hardware vendor coordination for Break fix.
• Imaging & provisioning of devices.
• Setup and build workstations.
• Update AMDB including hardware and software.
• PC and other devices - logistics management.

Qualifications

• BACHELOR OF COMPUTER SCIENCE