Responsibilities:-
[Mandatory]
- Provide support and troubleshoot to end user operating system, first level enterprise business application and miscellaneous software applications.
- Installation, maintenance of other computer peripherals such as printers, modems, hardware devices and drivers.
- Support installation, uninstallation, configuration, technical supports, troubleshooting and resolution to users for necessary software.
- Support end user computing platforms, mobile devices, printing and miscellaneous hardware.
- Testing of computers and ensuring that computer systems are functional.
- Supply onsite and remote technical assistance (remote support tool, phone, email, etc)during and beyond regular business hours.
- Rectify end user issues and provides documented solutions.
- Configuring and monitoring operating system software and servers. (Windows OS)
- Understand the IT and security policy in customer’s environment and guide and explain to the end user.
- Maintain proper preventive maintenance records and ensure works carryout are compliance with the processes and standards.
- Maintain adequate knowledge of operating systems and application software used to provide a high level of support
- To provide tire 1 and tire 2 support for hardware and software and collaborate with third level support to prevent system downtime.
- Maintain the support record in timely manner with predetermined method and update ticketing system timely.
- Escalate to the team and management for the issues with large impact on users or with large scape impact on IT operation.
- Give suggestion and proposal on customer’s environment or operation if any.
- Any other duties as and when required by the management from time to time.
- Collaborate with other delivery teams such as IT security, sales, network, and system.
[Preferable]
- Provide onsite and remote support and troubleshot for network-related equipment.
- Provide assessment to customer’s request for change (such as enhancements, expansion, relocation, de-provisioning) related to network infrastructure and services.
- Perform maintenance and lifecycle tasks for network equipment such as firmware upgrade, software update, turn off/on equipment after power maintenance, health & capacity checks, support hardware tech refresh vendors & service migration, etc.
- Prepare and track product vulnerabilities and End-of-Life/End-of-Support notices.
- Provide supporting documents for customers’ internal/external audit.
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Requirements:-
- Forward looking, and able to communicate with technical and non-technical users alike, customer service oriented and determination to deliver customer satisfaction.
- Ability to deliver quality work independently under pressure and project timelines.
- Individual contributor, with a teamwork focused mindset.
- Adaptable to work in a non-deskbound role that requires travelling to customer’s site.
