Provide first level support (managing and resolving end-user requests related to personal computers and office applications ) for computer and mobile device issues; escalate complex problems to the appropriate 2nd level support team.
Work with 2nd level support team to resolve business applications issues. Configure, deploy and support IT hardware, including desktops, laptops, mobile devices, peripherals, and network equipment (IP Phones, etc.) in a LAN environments.
Install, organize, and troubleshoot software packages, including operating systems, desktop software, and custom applications.
Coordinate with equipment vendors and 3rd party suppliers to resolve technical issues.
Organize workstations and IP Phones move.
Maintain accurate inventories of software and hardware assets.
Use JIRA ticketing system to track and maintain high level of service and support.
Decommissioning / disposal of IT equipment, when necessary.
Update and Review Technical and User procedures in Confluence.
Involvement in continual improvement initiatives and project work is also expected.
Good level of English ( Read and Write )
Experience in PC management & support and good knowledge of IT hardware (Laptops, Desktops etc.)
Good knowledge of networking protocols and security practices
Ability to configure end-user smartphones
Must be customer focused
Must be a team player with a proven desire and ability to quickly pickup new processes and technologies
Must be able to prioritize and manage own time effectively and able to work unsupervised