JOB DESCRIPTION
JOB TITLE: Technical Support Engineer
JOB PURPOSE: For technical support for End User Devices being managed under Managed Services Contract of DHA
QUALIFICATION: 3 Year Technical Diploma or Bachelors degree in related field (preferred).
CERTIFICATIONS: Any one of - CompTIA A ITIL V3/V4 Microsoft 365 Certifications
EXPERIENCE: 3 4 Yrs
RESPONSIBILITIES (INCLUDES ALL TASKS):
- Provide onsite technical support for Windows and Mac devices including mobile devices (tablets and laptops).
- Install configure and maintain Antivirus and Endpoint Detection & Response (EDR) solutions.
- Perform MDM (Mobile Device Management) enrolment.
- Support and troubleshoot Office 365 applications OneDrive and VPN client applications.
- Conduct basic network troubleshooting (LAN Wi-Fi and VPN issues).
- Perform OS imaging deployment and configuration of new laptops.
- Manage end-user-related IT Security tickets.
- Provide prompt and effective support for VIP users ensuring minimal disruption.
- Participate in bulk asset movement including device preparation and deployment.
- Perform spare parts replacement for laptops and CPUs.
- Provide L1 support for Printers Smart TVs Audio and Video conferencing equipment.
- Provide L1 stand in support in Boardrooms and Meeting rooms.
- Troubleshoot technical issues and document solutions in knowledge base articles.
- Document incidents resolutions and maintain accurate service records.
TECHNICAL SKILLS / COMPETENCIES:
MANDATORY
- Awareness of ITIL best practices and experience with ITSM tools such as Ivanti BMC ServiceNow etc.
- Knowledge of IMAC (Install Move Add Change) processes.
- Physical ability to participate in bulk asset movement.
OPTIONAL
- CompTIA A
- Microsoft 365 Certifications
- ITIL V3/V4
SOFT SKILLS:
- Excellent communication and interpersonal skills.
- Ability to handle VIP user issues with professionalism.
- Ability to work effectively in a team and maintain high customer satisfaction.
- Collaborate with other IT teams to ensure seamless support and issue resolution.
Key Skills Database,Jira,Linux,Bank,Java
Employment Type : Full-time
Experience: years
Vacancy: 1