The service involves procuring technicians to support the End User Workspace Environment. The technician acts as a representative at customer locations and will work closely with the team to provide the required services. This is a physical presence service to provide second-line support at customer locations, performing tasks to agreed service levels and meeting customer satisfaction measures.
In addition, the technician is also required to provide Hands and Eye support for customer/OEM Subject Matter Experts in diagnosing and resolving incidents with regards to Network and Compute devices.
What you do
- 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 Desktop, 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 instructions provided by Subject Matter Experts.
- Provide onsite hand and eye support to customer/OEM SMEs towards installing, upgrading, supporting and troubleshooting devices in Network and Compute environment.
- Assist users with any logged IT related incident when called upon.
- Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
- Accurately record, update and document requests using the IT service desk system.
- Maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
- Maintain excellent verbal communication skills 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.
- Create, maintain and publish relevant support documentation in order to assist all End Users with the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
- Be willing to attend training as necessary to keep up to date with the latest technology and internal system processes.
- Contribute towards reporting as per customer requirement.
Profile
- 2-4 years’ experience working in a similar environment as described above.
- Education to the mandatory level in the relevant country.
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 etc.
- Good working knowledge of Operating system such as Windows and Mac related software and applications.
- Good experience in End User device hardware and software troubleshooting.
- Good experience of 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 familiarity with devices in Network and Compute environment.
Soft skills.
- Exceptional customer facing skills.
- Able to communicate clearly and effectively.
- Logical and analytical approach to work.
- Accurate record keeping.
- Able to work unsupervised.
- Good timekeeper.
- Intense focus on quality work.
- Productive and Efficient.
- Able to operate within customer standard operating procedures.
- Able to maintain professional demeanour under stress.
- To be at all times appropriately dressed for the Customer environment.
- Good standards of grooming and personal hygiene.
Certifications.
- CompTIA A+, MCP/MCSE are desirable certifications.
- OEM Certification desirable.
- Knowledge of ITIL and experience of working within an ITIL environment would be beneficial.
Languages.
- Fluency in local language as per the geographical and cultural requirement & English speaking to good standard.
How to apply
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