IT Support Technician

·       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

·       Application / software installation and trouble shooting 

·       Knowledge / exposure on ticketing tools (Service Now)

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

·       Working knowledge of supporting computer peripherals, like printers, scanners etc.

·       Strong hands-on experience (H/W and S/W) 

·       Hardware, operating system & software knowledge

·       Provides second-line investigation and diagnosis for the Sales Users

·       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

·       Communicate with client regarding incident progress

·       Ensures tickets are always updated until issues are resolved

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

·       Liaise 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 

·       Centralized hardware and Spare part stocking and inventory managementSurplus equipment management

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

·       Asset disposal services 

·       Hardware vendor coordination for Break fix

·       Imaging & provisioning of devices. Setup and build workstations

·       Update AMDB including hardware and software

·       PC and other devices - logistics management