Job Description

Key Responsibilities:

• Install end-user software (licensing validity and availability checks)
• Deployment of new applications (and/or upgrades) and follow-up
• Troubleshoot software application issues to resolve basic known ones and escalate complex ones to 2^nd level, 3^rd level and vendor
• Install, upgrade, support and troubleshoot operating systems on Laptops (Windows 10), Microsoft office products and any other authorized desktop applications
• Troubleshoot email issues (Exchange server/Exchange online)
• Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
• Call center system support
• Mobile management enrollment and activation
• Shared folders permissions management
• Manage end-user issues raised to Service Desk (Level 1) through tickets and calls received through IVR when working from home or if desired by the management from the office
• Conduct remote troubleshooting
• Handle incoming calls from end-users in a professional manner and within the defined service levels and ensure achievement of KPI’s
• Ensure proper and timely communication to the end-user on every ticket through the Service Desk tool and phone
• Ensure all work conducted is being logged and managed within tickets raised by or on behalf of business users
• Provide high-quality resolutions of assigned tickets and managing the expectations of the users
• Ensure to resolve and close all end-user tickets within the defined Service Level Agreement (SLA) targets
• Escalate tickets that are beyond the scope of Service Desk or Field support to other teams in 2^nd level (Applications team and Field Support team) and 3^rd level (Infrastructure and Production teams)

Operational & Technical Responsibilities:

Security:

• Ensure full compliance with the Information Security policy and procedures
• Review encryption and antivirus definition status and remediate any issues
• Administrative Privileges management
• Ensure that all provided laptops have the necessary physical security measures
• Scan computers for virus infection
• Provide physical access to staff and visitors as necessary.

Network and Telecom:

• Troubleshoot end-user internet issues
• Local area network and Ethernet connections support
• Wireless network access basic support
• Headset phone and softphone setup for call centre staff and roaming users
• VPN configuration and troubleshooting

Key Skills:

Communication and Soft Skills:

• Excellent communication skills in English, both verbal and written
• Critical and analytical thinking and creativity – always challenging the status quo and find better ways to complete tasks
• Conflict Resolution – ability to resolve problems and complex situations
• Active listening and empathy – ability to listen and understand users to address their needs
• Team player – ability to work with a team and influence a positive collaborative culture
• Ability to prioritize workload appropriately based on the impact on the business

Technical Skills:

• Good understanding of computers architecture, Microsoft and desktop applications, computer peripherals, operating systems and application software
• Excellent understanding of Microsoft Windows infrastructure (Windows Server and Windows client)
• Good understanding of Microsoft Active Directory services
• Excellent knowledge of Microsoft Office products including O365 and Skype for Business
• Familiarity with network architecture, LAN network protocols and client-server business applications
• Familiarity with Citrix and remote desktop or any VDI platform
• Familiarity with Distributed File Sharing
• Good understanding of ITIL framework or any other service management framework
• Excellent understanding of IT service management tools and ticketing system
• Knowledge of using remote access tools for remote troubleshooting
• Ability to systematically troubleshoot complex problems and resolve them or escalate to the right team