RESPONSIBILITIES AND DUTIES

• Perform on site and remote interventions, helping customers by phone or e-mail.
• Ensure that all customer calls that are logged through the helpdesk are proactively managed and updated in accordance with the requirements of the service.
• Maintain accurate manual and electronic records relating to all work carried out and produce the relevant documentation as and when required.
• Assist in the deployment and implementation of larger ICT projects.
• Install, support, maintain, repair, and manage ICT hardware, software and peripheral equipment.
• Monitor and maintain computer systems and networks.
• Diagnose and resolve hardware and software faults.
• Test and evaluate new technology.
• Liaise and work with third party companies and suppliers when required to provide ICT support to customers.
• Provide managed services to our customers.
• To be involved in the testing and implementation of new technologies adopted by the company and customers.

SKILLS, QUALIFICATIONS & EXPERIENCE

• Diploma holder in IT related field or higher
• Minimum 5 years’ experience in a user support position (indoor and outdoor) or hands-on experience in ICT Microsoft 365 or equivalent desirable
• Managing Microsoft cloud environment (M365 and Azure)
• Microsoft & Cisco Certified
• Azure/AWS skills
• Knowledge of backup software, security endpoint products, server hardware troubleshooting, Windows and Linux Servers operating system and virtualization
• Networking (Basic configuration of managed switches and wireless access points, VLANs, routing and addressing schemes)
• Good troubleshooting skills
• Self-learning capability and able to identify root cause of issues and provide proper resolution to end customers
• Flexible – ready to work outside normal working hours whenever required
• Reactivity – ready to answer to any kind of request in a reasonable timeframe

     Quick learner – Able to grasp new technology and willingness to explore new technology/products/services as the need