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Job Description
- Provide users with the right solution and highlight the products’ benefits.
- Adhere to the SLA between first line of support team and customer.
- Adhere to the SLA between Help desk Support team and the first line of support.
- Help end-users in the setup Microsoft and CISCO products in response to the trouble tickets assigned by the first.
- Escalate and communicate user’s problems to the 3rd line of support.
- Contribute in the testing and training of the new products and patching level in order to support them.
- Train the first line of support team on the new products to the extent that helps them delivers their role as a first line of support.
- Prepare hardware and software inventory and update our inventory sheet.
- Install, Build, Deploy virtual images and physical PCs (HW /SW).
- Troubleshooting basic network (WiFi, DHCP, DNS and Active Directory).
- Upgrade, Configure workstations and peripheral components.
- Data-center activities (Blade & Rack Mounted servers).
- Identify, research, and resolve hardware, software problems.
- Basic Windows scripting ability.
- Performs other related duties and assignments as assigned by supervisors.
- Ensure all policies and procedures are adhered.
- Deploy software packages using Microsoft SCCM.
- Follow up Microsoft SCOM Alerts.
Job Requirements
- Bachelor’s degree in Computer Science, Computer Engineering and other related degree.
- MCSA knowledge.
- General applications operational skills (troubleshooting, scripting) is mandatory.
- Interpersonal organization.
- Dedication, sense of ownership.
- Ability to work in teams.
- Excellent oral and written communication skills.
- Must be team oriented.
- Must have technical support experience via the phone and via direct customer facing.
- Must have systems support experience, preferably in a large production environment
- Experience in working with professionals from other cultures
- Ability to work in shift basis
- The ability to work under stress and meet deadlines.
- Possible travel to job sites to provide hands-on assistance with installation, training or service.
- Occasional weekend duties, such as providing on-call or remote weekend help-desk support.