IT Technical Support / End User Support

Job Description:

The IT Technical Support role is to usually provide onsite support, troubleshooting and resolving technical concerns, hardware, software and network-related issues to end-users.

Responsibilities:

IMAC Services (Install, Move, Add, Change, and IT Recommendation):

• Assist in the verification and receiving and delivery of equipment/peripherals
• Installation, move, add, change of in-scope equipment/peripherals
• Moving the equipment/peripheral
• Equipment swapping & post swap health check
• Creation of IT Recommendation
• Coordination with 3rd parties for devices, peripherals
• Video Conference/Events support
• Warranty / support service claim
• Update in-scope asset information

Break Fix Services:

• Repair and Resolution
• In scope IT devices Troubleshooting
• Dispatch & Coordination with Warranty Service Provider for resolution
• OEM Warranty management & Vendor coordination

Deskside Support:

• Diagnosis & resolution of system & software problems & conflicts
• USER File backup before Reformat of unit.
• Re-imaging systems to correct application or system problems
• Preventive Maintenance
• Onsite Dispatch / Field Support
• Printer Troubleshooting
• Client VIP Support
• End User Mobile/Computing devices Troubleshooting

Hands and Feet Support:

• Instruction-based technical support to in-scope devices
• Vendor coordination
• Equipment swapping & post-swap health check
• Warranty/support service claim
• Follow step-by-step instructions of NOC Team to carry out technical work for the Network equipment & Servers/Storage devices.

CCTV Support:

• CCTV Level 1 Support (Basic assistance on Data Checking and Capturing).
• Network to DVR/NVR connectivity checking
• Camera to DVR/NVR connectivity checking
• DVR/NVR navigation assistance

IT Endpoint/PC Management:

• Inventory list of all IT Assets in their area of responsibility.
• Installation (and de-installation) of IT Asset Management agent on all computers and ensuring it is reflected on the IT Asset Management System.

Qualifications:

• Technical proficiency with the ability to diagnose and resolve hardware, software, and network problems.
• Analytical thinking and problem-solving abilities to effectively troubleshoot and execute solutions.
• Communication skills that enable people to understand technical challenges in plain language through clear and efficient interactions.
• Adaptability & Continuous Learning to stay abreast with emerging technologies and industry trends.
• Understanding cybersecurity and security principles to protect information and systems.