Onsite IT support

The key responsibilities of the role include:

• Day-to-day IT support of assigned activities i.e. engage with regional users including chat & call handling. processing requests/tickets.
• Incident Management and Service Request fulfillment covering.
• Diagnose and troubleshoot of HW and SW problems.
• Dispatch requests/tickets to 2nd and 3rd level; Organize hardware replacement and installing new software on clients' PCs.
• Local IT infrastructure services, to include physical infrastructure, telephony services and conference rooms.
• Taking part in problem management and knowledge management.
• High focus at regional end-user satisfaction.

Knowledge and prior experience in the following areas is pivotal to this role:

• Windows 10: In depth understanding of the OS and its functionalities to troubleshoot OS level issues.
• Network: Basic knowledge of Network components like IP addressing, DHCP, DNS, LAN, WAN, standard CLI commands etc.
• Office365: Good understanding of O365 architecture and applications within the O365 suite. Knowledge and ability to resolve O365 related issues.
• Active Directory: Basic understanding of Active Directory and its components, like objects, OUs, , LDAP queries etc.
• Windows Server: Fair understanding and experience in maintaining Windows servers, e.g. disk defrag, disk clean-up, extracting AD reports etc.
• PC Build: Strong understanding of hardware and software components of a PC and their functionalities. Software installation/ deployment on user PCs.
• Mobile Devices (iOS): Hands on experience in supporting iOS phones / tablets, including InTune enrollment.
  
   
• Preferred bachelor or Associates degree in IT, Engineering or related field.
• 2+ years of experience with ServiceDesk/ Service operations experience.
• Solid experience in IT operations and Service Delivery incl. ServiceDesk operations.
• Strong interpersonal and communication skills.
• Strong process understanding around.
• Experience with and understanding of working in a multi-cultural environment and fluent in English.