Manage user incidents routed from the Service Desk, or escalate where appropriate, ensuring the provision of a consistently high quality service and timely resolution of issues
Perform first and second level support for the following: PC configuration (desktops and laptops), VPN connections, PC software (site-specific and enterprise), peripherals, LAN connectivity, and additional devices/software/hardware as needed (i.e. printers, copiers, mobile devices, A/V equipment), plus efficient and effective support service to on site and remote users
Setup new users and support resources of terminated users
Perform first level and second level support
Basic Active Directory administration (i.e. account changes and permissions)
Ensure adherence to all relevant internal, external and site-specific policies, processes and Standard Operating Procedures relating to data security, the network and its applications, and account access/management
Order and track supplies, carry out asset management & dispersal, and fulfill all documentation requirements for supported sites
Work with various vendors as needed to support site specific services, hardware, and software
Asset management of all IT equipment on site
Basic support of site-specific ERP, CRM, or database systems.
Carries out duties in compliance with established business policies
Responsible for exhibiting professional behavior with both internal/external business associates that reflects positively on the company and is consistent with the company's & customer's policies and practices
Understands and is aware of the quality consequences which may occur from the improper performance of their specific job.
Qualifications / Requirements
Bachelor's degree or equivalent qualification in Information Technology or similar, plus 2 5 years experience in providing end-user technical support
Experience in supporting desktop applications in LAN environment
Experience with Windows XP, 7, and 10
Solid Working Knowledge of MS Office products, Outlook, Word, Excel
Use of conference applications (Skype, Zoom, Blue Jeans, Outlook)
Able to image/set up PC devices
Able to install, configure and test routers and switches.
Ability to install Audio Visual equipment
Knowledge of anti-virus / anti-malware programs
Experience Building/imaging computers, Wiring / Cabling and Network technologies
Read and understand Network Topology Diagram to assist in:
Rack/Stack of network devices
Interconnection Fiber and Copper patching of devices
Troubleshooting network issues
Proper label of devices and interconnection cables
Working knowledge of the following technologies: Active Directory user functions (ADS & Exchange)
Experience troubleshooting network issues.
Understanding of backbone and horizontal cabling design
Understanding of industry infrastructure standards
Troubleshoot network copper of fiber cabling
Ability to terminate copper or fiber cabling
Maintain proper labeling of devices and interconnection cables
Ability to use a laptop to provide access to remote engineers to load set configurations on equipment
Creative and solutions driven, within the realms of the role, to produce solutions in support of customer service level agreements
Ensures all solutions adhere to applicable change control requirements
Able to work Mon-Fri 8-5pm; required OT afterhours; 2% of the time a weekend call. On call after hours.
Excellent English and local language communication
