Detalhes do emprego
Key Responsibilities
- Support Request Management:
- Respond promptly to incoming support requests via phone, email, or ticketing system.
- Prioritize and manage multiple support requests to ensure timely resolutions.
- Troubleshooting and Issue Resolution:
- Diagnose and troubleshoot hardware and software issues for end users.
- Provide guidance on resolving basic technical problems.
- Escalate unresolved issues to higher-level support teams as necessary.
- Site Preparation and Equipment Management:
- Prepare, install, and configure desktop and laptop computers, printers, and peripherals at each project site.
- Ensure that all systems are operational and optimized for user needs, addressing any installation challenges in real time.
- Printer Configuration and Maintenance:
- Configure network printers to ensure accessibility for all users.
- Provide ongoing maintenance and troubleshooting support for printing issues.
- Documentation and Reporting:
- Maintain comprehensive documentation of support requests and resolutions within the ticketing system.
- Generate regular reports detailing support activities, response times, and system performance metrics.
- Collaboration and Team Participation:
- Actively participate in team meetings, contributing to goals and initiatives.
- Collaborate with other IT staff to enhance support processes and efficiency.
- IT Asset Management:
- Maintain accurate inventories of IT assets, including hardware and software licenses.
- Assist with the procurement and lifecycle management of IT equipment.
- Physical Site Support:
- Provide on-site assistance for technical issues, including equipment installation and troubleshooting.
- Travel to various locations as required to ensure all systems function optimally.
- Customer Service Excellence:
- Deliver high-quality customer service to all end users.
- Build positive relationships with users to enhance satisfaction with IT services.
Additional Responsibilities
- Conduct user training sessions on IT systems and software applications.
- Assist with network connectivity issues and ensure secure access to IT resources.
- Support IT projects and initiatives as directed by management.
Qualifications
- Proven experience as an IT Technician or in a similar support role.
- Strong knowledge of computer systems, hardware, software, and networking.
- Excellent problem-solving abilities and attention to detail.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a collaborative team.
- Diploma in Information Technology or higher.
- CompTIA A+, ITIL Foundation V3 Preferred.
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Hiring company
NAKILAT
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