- Technicians must possess a wide range of technical skills and knowledge, including knowledge of computer hardware and software, operating systems, networks, and security compliance.
- Assist IT functions, acting as the local hands and eyes in resolving IT technical issues.
Essential Qualifications: Graduate degree or equivalent in electronics / computer science
Technical Qualifications: MCP Certification, A very good knowledge on windows & basic networking concepts.
Experience: Minimum of 2 years to 5 years of experience in end user computing.
Organization Structure: Report to the Team Lead
Work Schedule: Ability to work adaptable schedule during day, night and weekend shifts.
Description of Responsibility
- Knowledge in Windows 10/11 OS installation
- Troubleshoot and resolve Technology related issues - Desktop, laptop, Scanners etc.
- Knowledge in Remote troubleshooting tools such as Dameware, LogMeIn.
- Hands on experience in HAM & SAM - Hardware & Software Variance
- Provide technical support to internal clients as per issues logged by the Service Desk/business team
- Diagnose and resolve problems related to operating systems, hardware, software and accessories.
- Maintain SLAs in resolving technical issues and ensure customer satisfaction
- Escalate problems appropriately as per the escalation matrix.
Knowledge & Skills / Competencies
- Troubleshoot PC hardware and software issues
- Troubleshoot Citrix virtual workstations
- Troubleshoot printing issues
- Triage network/internet connection issues
- Familiarity with Active Directory and Citrix
- Windows Administrator - Endpoint/Desktop Support Incident
- Service Request Management
- Good Communication skills
- Exposure in ITSM tool like BMC Remedy, ServiceNow, etc.
- Exposure to MAC OS troubleshooting will be an added advantage