MUST HAVE SKILL SETS

• Building, installing, configuring, analysing, and troubleshooting Windows and Mac OS .

• Need to support all kinds of L1 support related with OS and Hardware of laptop and Desktop

• Knowledge in managing Collaboration Systems and Apps like Video Conference Systems Teams and Zoom

respectively.

• Supporting new employees by setting up their workstations and telephone configurations

• Good Knowledge in Active Directory

• Knowledge in Microsoft Office 365 and its Apps like Outlook Word, Excel, PowerPoint etc.

• Maintenance, and upgrades of operating systems for server and workstation environments.

• Knowledge in the ITIL process for handling Asset management solutions.

• Collaborating with other members of IT, to ensure that our services meet operations SLA.

• Available 24x7 on-call support.

• Experience with reasonably complex IT infrastructure. Configure, implement, and maintain system security

strategies, policies, and procedures

• Ability to work well independently and as a team member.

• Ability to train others in cloud practices.

• Excellent oral and written communication skills, excellent interpersonal skills.

• Strong conceptual and logical abilities and strong planning and project abilities.

• Must be able to work as an independent, productive, responsible, self-motivated member of IT operation

team.

What are the key deliverables of this role?

• Research, identify and provide solutions to software and hardware and network related issues

• Respond to client support requests.

• Provide timely and accurate end-user feedback.

• Follow up with clients to ensure the problem is resolved

• Support the roll-out of new applications.

• Manage multiple cases at one time.

• Test and evaluate new technologies.

• Track computer system issues through to resolution, within agreed time limits

• Talk clients through a series of actions, either via phone, email, or chat, until the technical issue is resolved.

• Properly escalate unresolved issues to appropriate internal teams

• Provide prompt and accurate feedback to customers

• Ensure all issues are properly logged

• Track Asset Movements and process responsibly

• Ensure security of the infrastructure.

• Document and follow processes and procedures.

• Collaborating with the team on future direction and opportunities for new technology.