Job Description

Roles & Responsibilities

• Installing and configuring computer hardware, software, systems, networks, printers, scanners & PDAs.

• Managing and documenting all IT assets and updating in the Asset Management system, keep track of assets and monitor for any changes and reporting to line manager.

• Maintaining IT stocks based on the IT dashboard and Reporting to IT purchase team to Order more stocks.

• AD Users creation, Assigning Email licenses O365, setting up user systems & Configuring user profile.

• Accountable, Responsible & Take necessary action for IT Agent Ticket Dashboard, -Responding in a timely manner to service issues and requests & providing technical support across the company.

• Repairing and replacing equipment as necessary & Identifying hardware and software solutions.

• Troubleshooting / diagnosing technical issues & managing multiple cases at one time.

• Following up with end users to ensure the problem is resolved.

• Providing support in the form of procedural documentation.

• Document technical knowledge in the form of notes and manuals

• User Onboarding & Off Boarding Support

• Handling PDA Requests, Configuring & Releasing PDA to Sites, Supporting for Hardware issues, Maintaining PDA stocks.  

• Level 1 Network Basic support & Configuring Network Ports and Maintain records.

• User Onboarding & Off Boarding Support

• Assist in the preparation of timely and accurate departmental statements and reports to meet department requirements, policies, and standards. 

• Ensure all relevant quality, health, safety and environmental procedures, instructions and controls are adhered to so that the safety of employees, quality of products/services and environmental compliance can be guaranteed. Perform other related duties or assignments as directed

Desired Candidate Profile

• Bachelor’s Degree in computer science/ Computer Information System / MCSA / MCDST / MCSE / CCNA / A+ Certification desirable (one or more)

• ITIL Knowledge

• Hardware and Networking Certifications

• 3 - 5 years' experience in a Support role in IT Support -L1 Level

• Knowledge and experience in troubleshooting Client operating Systems like Windows (11,10,8,7)

• Experience in troubleshooting Office 365 applications

• Experience in troubleshooting other computer-related application issues

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role

• Knowledge of Microsoft Products – O365, share point, Outlook and Troubleshooting the issues related.

• Hands-on experience with Windows /PDAs

• Good understanding of computer systems, mobile devices, and other tech products

• Ability to diagnose and troubleshoot basic technical issues.

• Familiarity with remote desktop applications and help desk software.

• Excellent problem-solving and communication skills

• Ability to provide step-by-step technical help, both written and verbal

• Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution.

• The ability to work well in a team.