Onsite Support Technician

Must Have Technical/Functional Skills

• Strong knowledge of desktop/laptop hardware

• Very strong hands-on experience (H/W and S/W)

• Good knowledge of Win 10, Win 7 & MS Office

• Knowledge of Mac OS is preferred

• Understanding of daily operations and delivery processes

• Application / software installation and trouble shooting

• Knowledge / exposure on ticketing tools (Service Now)

• Windows system administration

• Strong Troubleshooting Skills

• Hardware, operating system & software knowledge of laptops, desktops & mobile devices etc.

• Working knowledge of supporting computer peripherals, like printer, scanners etc.

• Touch/smart hands support of all network devices & Servers

• Strong knowledge of server and network hardware

• Very strong hands-on experience (H/W and S/W)

• Strong knowledge of server and network equipment

• Hardware, operating system & software knowledge

• Touch/smart hands support of all network devices & Servers

• Understanding of active directory, networking

Roles & Responsibilities

• Provides second-line investigation and diagnosis

• Resolves and closes incidents/service requests as per help desk procedures & allocated timelines

• Escalates unresolved incidents/service requests within agreed timescales

• Logs relevant incident/service request details as per process

• Communicates with client regarding incident progress

• Ensures tickets are always updated until issues are resolved

• Complies with Health Safety Environment (HSE) and IT policies

• Liaises with clients, IT support groups and 3rd party providers when necessary

• Performs staging of PCs

• Performs IMAC (Install, Move, Add and Change) of End user hardware (Laptops, desktops, mobile devices, printers, desk phones, meeting room devices etc).

• Conducts hardware and software maintenance and support

• Troubleshoots and resolves PC incidents and/or VIP requests

• Assists with Site Security Officer (SSO) on IT security issues and virus elimination

• Assists Server Team & network team whenever touch support is required onsite for servers in local server rooms or NW devices at site.

• Creates/maintain documentation

• Special events coverage, meeting room & VCON & voice devices support

• Local network support and/or assists centralized Network team

• Manage the life cycle of hardware, including installation or replacement of back office equipment such as network hardware (routers, switches, wifi controller, wifi Aps)

• Maintain server room inventories, room layout and assets list

• Centralized hardware and Spare part stocking and inventory management

• Surplus equipment management

• Break fix services to nearest small sites - leveraging shipping options (Device exchange or Loaner PC)