IT Support Technician

Must Have Technical/Functional Skills

• 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 trouble shooting 

• Knowledge / exposure on ticketing tools (Service Now)

• Strong Troubleshooting Skills

• Hardware, operating system & software knowledge of laptops, desktops & mobile devices etc.

• Working knowledge of supporting computer peripherals, like printers, scanners etc.

• Strong hands-on experience (H/W and S/W) 

• Hardware, operating system & software knowledge

Roles & 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

• Communicate with client regarding incident progress

• Ensures tickets are always updated until issues are resolved

• Complies with Health Safety Environment (HSE) and IT policies

• Liaise 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 

• Centralized hardware and Spare part stocking and inventory managementSurplus equipment management

• Break fix services to nearest small sites - leveraging shipping options (Device exchange or Loaner PC)

• Asset disposal services 

• 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