Follow all relevant policies processes and standard operating procedures so that work is carried out in a controlled and consistent manner
Facilitate knowledge transfer efforts related to different job activities to junior staff and ensure know-how and expertise is passed on to qualified candidates
Functional Responsibilities
Provide technical support and troubleshooting for end-user devices software applications and workplace technologies to ensure smooth and efficient operations
Install configure and maintain hardware and software components including desktops laptops printers and mobile devices ensuring they are up to date and in compliance with security policies
Collaborate with cross-functional teams such as technical support infrastructure and applications teams to resolve complex technical issues and provide effective solutions to end-users
Resolve or escalate customer reported Incidents and Service Requests assigned to the Workplace Services team
Backlog management to ensure timely resolution of Incidents and Service Requests
Assist in the implementation and deployment of workplace technology solutions including software updates patches and system upgrades ensuring minimal disruption to end-user productivity
Participate in the creation and maintenance of technical documentation including user guides knowledge base articles and standard operating procedures SOPs to facilitate self-service and efficient troubleshooting
Stay updated on emerging workplace technologies industry trends and best practices recommending and implementing innovative solutions to enhance end-user experience and productivity
Knowledge, Skills & Experience
Academic & Professional Qualifications: Bachelor s degree in computer science, Information Systems, Engineering, or equivalent. Experience: 2-3 years of experience as an onsite IT support engineer desktop support.
Skills and Requirements
In-depth knowledge of computer hardware, software, operating systems, and network systems for diagnosing and resolving technical issues.
Hardware Troubleshooting: The ability to troubleshoot and repair hardware components such as desktops, laptops, printers, and peripherals.
Software Troubleshooting: Proficiency in diagnosing and resolving software-related problems, including operating system issues, application errors, and driver conflicts.
Networking Skills: Understanding of basic networking concepts, including TCP/IP, DNS, DHCP, and VPN, to troubleshoot network connectivity issues.
Security Awareness: Knowledge of IT security best practices to ensure data protection and prevent security breaches.
Customer Service: Excellent interpersonal and communication skills for effectively assisting end-users and providing a positive customer experience.
Documentation: Maintaining accurate records of support requests, troubleshooting steps, and solutions for tracking and improving IT support.
Time Management: Efficiently managing time and prioritizing tasks to meet service level agreements (SLAs) and minimize downtime for end-users.
Adaptability: The ability to adapt to new technologies and stay updated on emerging trends in the IT field.
Team Collaboration: Collaboration with other IT professionals and departments to address complex issues and support IT projects.
Remote Support: Familiarity with remote support tools and techniques for supporting remote users when necessary.
Certifications: Relevant certifications, such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or vendor-specific certifications.
Experience with Active Sync and mobile device support.
Experience with ITSM tools, preferably HP/Micro focus Service Manager, is an asset.