Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
Role and responsibilities
- Provide daily technical support to users and devices troubleshooting/maintenance including (Desktops, laptops, Mobile devices,printers and headsets and other IT devices) as per to company’s guidelines in an efficient and accurate manner within the agreed SLA.
- Provide support, monitor and report IT services and systems, voice and data network, end to end support communication capabilities (LAN & WAN).
- Providing 24x7 second-line support and support escalation services.
- Setting up system access and maintaining access rights.
- Ensuring new systems and changes to existing systems are designed, developed, deployed and managed in accordance with priorities and business requirements.
- Adhering to IT best practice and internal standards to minimize risk to service levels
- Document and maintain policies and procedures, ensuring projects are completed within guidelines and maintain best practices.
- Management of incidents to ensure rapid resolution including:
- Root cause analysis
- Managing all avenues incident to ensure are explored
- Ensuring necessary communication is sent to relevant parties
- Weighing up possible solutions and associated risk
- Ensuring completion of follow up actions
- Provision of escalation on-call support
- Maintaining disaster recovery plans and executing regular testing
- Tracking and resolution of single points of failure within the infrastructure
- Assisting project streams on infrastructure changes
- Maintain updates to systems, services and inventory.
- Running Infrastructure and Application Projects as required.
- Liaising with other teams as necessary during project life cycle and production operation.
- Conducting Service Reviews with internal teams and suppliers
- Liaison with 3rd party suppliers as needed
Job Requirements
Qualifications
- BS level (or equivalent) within a subject relevant to the position and min experience of 1 to 2 years
- Demonstrated experience working in IT/ Help Desk filed