Job Description

Responsibilities

  • Experience with Microsoft desktop operating system and Windows application deployment, configuration, and management.
  • Windows Client Administration.
  • Build and install PCs, telephone systems, wireless networks, and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure.
  • Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance.
  • Identify, log and resolve technical problems with software applications or network systems.
  • Identify potential changes and system improvements to present to technical teams for consideration and implementation.
  • Collaborate with Technology team members to ensure efficient operation of the organization’s desktop computing environment.
  • Where required, administer, and resolve issues with associated end-user workstation network software products.
  • Receive and respond to incoming calls, messages, and/or work orders regarding desktop problems.
  • Basic experience in supporting networks devices and servers in business environment.
  • Ensure that work is carried out within agreed service levels.
  • Explain and document technical issues in a clear way to technical teams, business stakeholders.
  • Have proven track record of working with technologies from Microsoft Intune (Autopilot), SCCM, VMWare Horizon, Intune etc.
  • Proactive and passionate of EUC, with strong interpersonal skills and excellent time management skills
  • Strong capabilities in Windows 10 / Windows 11 support, migration & Deployment.
  • If necessary, liaise with third-party support and PC equipment vendors.
  • Perform related duties consistent with the scope and intent of the position.
  • Hands on Experience End to End Desktop/Laptop life cycle management.
  • Experience and desire to work in a Global delivery environment.
  • Communication and Analytical skills
  • Provide technical support to clients on-site, resolving hardware, software, and network issues.
  • Install, configure, and maintain computer systems and related equipment.
  • Diagnose and troubleshoot technical problems using analytical and problem-solving skills.
  • Train and educate clients on how to use new technologies and software.
  • Document technical issues and solutions for future reference.
  • Maintain a positive and professional attitude while interacting with clients.
  • Stay up to date with the latest technology trends and advancements.

    • Qualifications

    Work Experience: More than 24 months

    Sound knowledge of:

  • Advanced knowledge in Computer Hardware
  • Advanced knowledge in Common Software applications
  • Advanced knowledge in Microsoft Operating system
  • Proficient knowledge in Printer Hardware
  • Proficient knowledge in configuring and troubleshooting networking, wireless and VPN features of end-user devices
  • Proficient knowledge in Ticketing software
  • Microsoft Office & Office 365 applications
  • PC\Laptop hardware
  • PC\Laptop peripherals, including printers
  • Mobile devices
  • Conference room equipment

    • Awareness of;

  • Active Directory
  • Exchange
  • Apple OS
  • Network and server hardware and components

    • IT qualifications may include:

  • A+ Certification; Baseline OEM Certifications which include any of the following, depending on assignment: Dell Desktop/Laptop, HP Desktop/Laptop/Printer, Lenovo Desktop/Laptop, Lexmark Printer, IBM Printer, Server +
  • PC\Laptop OEM Maintenance Certification
  • CompTIA A+ Certification
  • Microsoft Certified IT Professional (MCITP) certification in desktop area
  • Microsoft Office Specialist (MOS) certification

    • Other skills:

  • Ability to advise and to present to one or more customer staff.
  • Monitor and control daily service call activity, utilization, inventory levels and service levels.
  • Exceptional customer service
  • Advanced knowledge in Customer Service Aptitude
  • Resolving technical problems with hardware, software and connectivity.
  • Troubleshooting customer issues while maintaining agreed upon service levels for customer contact and resolve
  • Participate in the configuration and support of internal systems.
  • Ability to work effectively with Logistics
  • Adherence to assigned schedule
  • Adhering to documented policies, procedures and processes that are specific to the service.
  • Clear and concise documentation of all customer interaction within appropriate CRM tool.
  • Able to function in a team environment
  • Maintain knowledge levels as industry enhancements occur
  • Support installation and implementation of connectivity and high-end systems products
  • Continuous improvement of service delivery.
  • Ability to juggle time and resources to meet or exceed expectations

    • Language: English (written and verbal) and Local language.

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