Job Description

Responsible for providing technical assistance and support related to computer systems,

hardware, or software. Responds to queries, runs diagnostic programs, isolates problems, and

determines and implements solutions. Uses Service Management system to document, log,

assign, escalate tickets and contribute knowledge.

 Install and configure new PC hardware and software on desktops, laptops, and

peripherals such as phones, printers, external drives, and other related hardware.

 Diagnose, troubleshoot, and resolve Microsoft Windows, hardware, system failures or

bugs and software problems.

 Perform basic computer wired and wireless network troubleshooting.

 Monitor and maintain computer systems and networks.

 Communicate and assist users through a series of actions to help set up systems or

resolve issues.

 Monitor and administration of CCTV camera system, Security & attendance devices.

 Setup new users’ accounts and profiles and deal with password issues.

 Maintains historical records by documenting hardware and software changes and

revisions.

 Contributes to team effort by accomplishing related results as needed.

 Manage security options and software in computers and networks to maintain privacy

and protection from attacks.

 Uses incident system to log, assign and escalate tickets.

 Prioritize and schedule incidents and requests based on urgency and impact.

 Escalate tickets (when required) to the appropriately experienced technician or vendor.

 Asset Management for sites and ensure assets (hardware, UPS) are covered within

warranty and function as required.

 Provide knowledge and support on collaboration tools.

 Collaborate with third party suppliers where appropriate and manage and escalate open

tickets as required to enable us to meet or exceed service levels.

Qualification

 Bachelor’s degree in Computer Science/ Engineering or other related field

 ITIL Certification is a plus

 2+ years of experience

Skills

 Ability to diagnose and resolve basic technical issues

 Good understanding of computer systems, mobile devices and other tech products

 Knowledge of ITIL-aligned Incident, Problem, Configuration, Change and Knowledge

Management Policies, Processes and Procedures and supporting roles and tools (ITIL

Certification is a plus)

 Proven experience in an IT operations or service desk role providing 2nd line support

 Ability to manage own tasks and assigned tickets in a timely manner and ensure closure

within the agreed SLAs

 knowledge of office automation products, databases and remote control

 Customer-oriented and patient

 Communication skills

 Teamwork