Key Responsibilities :
- Provide onsite and desk side support services to end users.
- Troubleshoot PC related problems at the direction of CLIENT level 2 or SPOC.
- Complete incidents and requests within SLA in pressurized environment.
- Build, configuring and troubleshoot Install Gold image on Customer PC and laptop applications and hardware components.
- Ensure tickets are updated on a daily basis.
- Support meeting room environment and video conferencing.
- Support printers, scanners and other peripherals.
- Support mobile devices, such as iPads, iPhones and Android devices.
- End-User Data back-up and restoration when required in the course of a service incident.
- Smart hands support for data center equipment as per required SLA (in specified locations)
- As directed by CLIENT Tech support will assist in troubleshooting the data center devices
- Replace defective components cards in data center equipment’s as advised by CLIENT Tech Support e.g., Remove a module and replace it, reconnecting patch cables.
Daily tape change in support of local Backup Routine in required sites
Import / Export tapes to the tape libraries as advised by CLIENT tech support.
Behavioral Skills Required :
- Individual must have good customer facing skills and be well presented.
- Demonstrates independent and pro-active thinking
- Builds effective relationships both within the team and across the business and Professional Services
- Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices.
- Must be able to work alone and unsupervised, taking the initiative when necessary.
- Must be organized and prioritize work appropriately.
Technical skills & Experience required :
- Must have experience of using a Call Logging system.
- Must have good working knowledge of Windows 7 / 10 and related Office applications.
- Support experience of MACs would be beneficial
- Knowledge of mobile devices, in particular Androids and iPhones
- Working knowledge of current and legacy hardware platforms. Experience with building, configuring, replacing and troubleshooting PC and laptop hardware components.
- Familiarity with Microsoft SCCM.
- Ability to replace defective parts, as identified by CLIENT.
- Excellent hands on experience in installation and troubleshooting DC equipment’s, Rack and Stack of the DC equipment / cable
- Excellent communication are mandatory in English and Local language
Desired Educational Requirements :
- Completion of CompTIA certifications e.g. A+, Network+ etc
- Completion (or near completion) of Microsoft certifications e.g. MCP, MCITP, MCSE etc
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