The Support Technician will be responsible for daily support assistance e.g troubleshooting and to provide first line PC support to all users, daily administration of user issues and assisting the IT team with all IT related functions.
Troubleshooting and problem solving of user issues (Local and Remote) Support the backup system if required & ensure they are available when required.
Assist Senior IT Systems Administrator with maintaining Server room (Switches, Router, UPS)
Assisting with uptime and monitoring of the IT infrastructure
Occasionally liaise with contractors for work done on Aircons, UPS, Generator, LAN Cabling and general electrical work
Manage assets and software licenses - capture all details in IT equipment database.
Maintaining company IT standards and procedures, network security and confidentiality of information.
Hardware and Software - setup, repair, configure, troubleshoot
Assisting with general tasks and administration or Ad-hoc tasks and problems.
Improving helpdesk turnaround time and escalation of any issues and calls.
Ensure prompt feedback to all calls assigned and do follow ups with users.
Assisting with the Helpdesk function logging and maintaining all support calls
CompTia A+ Essential
CompTia N+ or IT Diploma or MCITP (Desktop Engineer)
Minimum 3 years’ experience with exposure to IT systems.
CIC Certification and experience advantageous
Basic knowledge of IP networking and protocols, eg. HTTP, FTP, POP3, SMTP, DNS, WINS, DHCP.
Basic understanding of network services, eg. internet / firewall / Proxy
Advanced knowledge of Microsoft Windows client operating systems (Windows 8, 10)
Above average knowledge of commonly used applications (Office 2013 / 16, Internet Explorer)
Highly advanced computer literacy
Client liaison and customer service principles (Must be patient when dealing with difficult customers’)
Team work and ability to multitask
Knowledge of LAN and WAN products and protocols
Excellent organisational and interpersonal skills
Must have a good telephonic manner and communication skills.
Attention to detail, Accurate and analytical
Willingness to learn and follow through on operations
Handle stress very well and work under lots of pressure Deadline orientated
Troubleshooting ability & quick learner for recurring problems.
Flexible with working hours & availability to work afterhours
Standby and Saturday shifts / overtime will be required
Be prepared to sacrifice personal time to get the outstanding issue resolved or call done.