Technical Support

As the Specialist Technical Support, you will provide IT-related end-user support ensuring no work disruptions on-site due to technical issues. Works with the central IT team for on-site monitoring, maintenance and configurations as required.

Job Function
Technical Support:

• Provide enterprise technical support in a professional manner by fixing the root cause of the issue using the resources on hand.
• Must have hands-on experience working on different operating systems including Windows and Mac OS
• Perform Installations, configuring systems, Printers, Network/Wifi, BitLoker, VPN, FortiClient, Firewall, Switch, etc.
• Fixing hardware/software faults, solving technical problems, and supporting the roll-out of new applications to meet given SLA and customer satisfaction.
• Work with business Units on License consolidation and procurement.
• Manage security and updates for software through monitoring tools.
• Work on providing Operations Management support for Day-to-day service operations using incident management.
• Adhering to IT department policies and processes when responding to end-user support requests within the site (s) in addition to remote support in line with the agreed SLA.
• New user IT-Onboarding by imaging laptops, configuring profiles, setting MFA, etc.
• Serve as contributing member of a high-performing technical support team by providing their customers with on-field support via MS-Teams, Phone, Email, and chat support.
• Ensure positive Customer Feedback on CSAT score for Happy-or-Not for the assigned ITSMITSO.
• Provide On-site, remote and vendor support required during vendor upgrades and migrations.
• Provide 1st level technical support on assigned division-specific software (BIM, Photoshop, 3Ds Max, Lumion, vRay, CorelDraw, Raster Image, i1Profiler, Autodesk, AutoCad, ProjectWise, Revit, Dynamo, Navisworks, Design Software, etc.).

 
SLA Adherence:

• Follow Service Level Agreement targets for all operational processes including incidents and problems
• Follow Service centre response time and reliability within agreed tolerance limits
• No logical security incidents and No physical security breaches
• Work in coordination with respective product support teams during the maintenance phase to ensure system stability and satisfaction

 
Problem Management:

• Document relevant issues identified as a problem to get the analysis on fixing the root cause.

 
Software Compliance:

• Ensure we legalize all used software within the site(s) and eliminate any risk in illegal software usage.
• Ensure all installed applications are compliant with IT Department security, governance and corporate policies and standards

 
Knowledge Management:

• Creating and maintaining the Knowledge articles/records using ITSM knowledge management to document the knowledge gained and information for other team members to fix future issues.
• Be a team player in supporting fellow Technical Support staff by guiding them on knowledge search enhancements.

 
Documentation:

• Document ticket summary for all your assigned tickets in a professional manner on the problem description, the solution proposed/fixed/workaround by using the ITSM tool and following IT department templates.
• Provide management updates on your daily/weekly/monthly progress in the formats/tools shared.

 
Qualifications

• Minimum Qualifications:  Bachelor’s Degree in Computer Science, Information Systems, or related fields (mandatory)
• Good to have Certifications:  Azure, CCNA/CCNE, basic cabling, switching, routing, Design Software
• Minimum Experience: Minimum 8+ Years hands-on Enterprise IT Technical Support role
• Legally able to work in the country in which the position is based.

No sponsorship
 

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