ITOField&WorkplaceSupport

ROLEPURPOSE:

Toprovidehardwareandsoftwarefirstandsecondlinesupporttotheendusers,troubleshoottheproblemsandattendtherequests.
Tobeabletodiagnoseandanalyzetheissues.InstallationandConfigurationofMicrosoftbasedplatforms.

REPORTINGLINE:

ICTSupportEngineerwillreportdirectlytotheICTServiceDeliveryManager

JOBDECRIPTION:

Resolveallassignedcallsuptothecustomersatisfaction.
InstallandConfigurewindowsthroughLANusingtheavailablewindowsimage.
Create,ConfigureandDisableuseraccountsthroughActiveDirectory.
CreateuserMailboxthroughMicrosoftExchangeServer
Fixissuesrelatedespeciallytothefollowing:
o MSOffice(Word,Excel,PowerPointetc.).
o InternetExplorer.
o Javacompatibilities.
o Printingissues.
o Grouppolicythroughcheckingthepolicyeitheritsappliedornot.
o Networkconnectivityphysicallyandthroughthesystem.
o Alluserworkstationperipheralsconnectivity(Monitor,DockStation,MouseandKeyboard).
o Diagnosethehardwareproblems.
o Replacinglaptopkeyboardsandscreens.
Installingandconfiguringtherequiredsoftwarefortheuser.
CompliesandadheretotheServiceLevelAgreement(SLA).
Focusonthecustomersatisfaction.
Abilitytoprovidegoodcustomerservicebyanticipatingclientneeds
Resolveallassignedcallsuptothecustomersatisfaction.
Abilitytoworkwiththirdpartiestosolvetheissues.
Preferredtohaveknowledgeonthefollowingtechnologies:
o CitrixSecureHub(Org.EmailConfiguration).
o CitrixRSA(VPNAuthentication).
AbilitytodoAudioandVideorelatedtasks
o PreparingforVideoConference
o PreparingforAudioConference
o ConnectingTelepresenceRooms(preferred)
Abilitytofixdaytodayprintersissues(PrinterJammingandTonerReplacement)

MINIMUMQUALIFICATIONS:

BachelorDegreeinComputerScience,ManagementInformationSystemoranyrelateddiscipline.
ITILFoundation(preferred).
Knowledgeandunderstandingofcustomerrequirements

SelectedCandidateshouldbeableto:

Prioritizeandcontrolworkload
Workunderpressure
Workoutsideofbusinesshoursasrequired
HavegoodSkillssuchas:
o Communicationandinterpersonalskills
o Customerfacing

MINIMUMEXPERIENCE:

5+yearsrelevantexperienceinTechnicalSupportroleorsimilar.