What are the responsibilities and job description for the IT Technician position at Express Communication Services Limited?
Base skill set:
- Experience in troubleshooting and problem resolution for all EUC devices
- Experience in troubleshooting and break/fix of End User Computing hardware and software
- Coordinate with third-party vendors to resolve hardware problems, as required –
- Installing and test replacement spare parts
- Performing PC reimage
- Performing hardware (shell swaps) in response to non-functional and damaged machines
- Knowledge of Active Directory
- 1 years’ experience providing technical support in a fast paced and constantly changing environment up to executive management level.
- Excellent customer service and communication skills including providing VIP support
- Experience supporting Windows-based environments to desktop level with emphasis on Win 7 OS / office 2010 as well as Win 10 and O365 Support
- Support of mobile devices and video conferencing units.
- Hands and feet support for Server, Storage, Backup & Network equipment under guidance of customer’s technical team
- Experience in troubleshooting basic application issues, and also deeper diagnosis under direction from remote teams
- Microsoft certified System Administrator in XP/WIN 7/Win 10 (certified engineers is not mandatory skillset requirement, its preferred. Candidate having professional desktop support environment experience will suffice the requirement and if the required knowledge is demonstrated by them).
Duties & Responsibilities:
- Analyzing and investigating skills, with a structured approach to problem-solving
- Providing end-user training on new installations and answer "how-to" questions
- Assisting end users via telephone, e-mail, with a wide range of questions, problems and requests with their needs
- Monitoring and tracking incidents and trouble calls in ticketing system in support of the incident and problem management process; recognizing high priority tickets and taking action within the expected response time
- Updating all assigned tickets capturing troubleshooting activities and resolution Resolving escalations from the IT Service Desk and handling client support requests as well as take ownership of product issues and ensuring closure is achieved
- Planning, creating, and deploying security and device management policies Setting up / configuring PC’s for employees – this may occur for a new employee, reassign, or reimage
- Base image installation:
- PC configuration process
- May also include logging in as customer or verifying applications are installed
- Warranty repair
- Logging an incident with hardware vendor
- Requesting replacement components
- Coordinating support to come onsite to repair equipment
- Maintain closet inventory and inventory accuracy
- Working with other IT teams to provide resolution for customers as required
- Service Requests including picking up surrendered hardware and processing reassigns (PC Reimage)
- Delivery and/or shipment of PC and peripheral orders
Desired Requirements:
- Excellent written and verbal communication and customer service skills with proven ability to work in fast paced environments
- Commercial experience in an IT support technician role that includes 2 years of technical support experience in a hybrid Windows and MAC environment
- Experience in working with a helpdesk operations, to include Windows and Mac clients
- Self-starter that is able to collaborate actively with others in a cross-functional team
- Proven attention to detail and high standards for quality
Job Type: Full-time
Pay: $20.00 per hour
Expected hours: 40 per week
Schedule:
- Monday to Friday
Work Location: In person
Salary : $20