- Technical Support: Provide hands-on technical support for desktops, laptops, printers, and other peripherals to ensure optimal performance and user satisfaction.
- Issue Diagnosis and Resolution: Diagnose and troubleshoot hardware and software issues, utilizing problem-solving skills to implement effective solutions in a timely manner.
- Installation and Configuration: Install, configure, and set up new hardware and software for end-users, ensuring all devices are operational and meet company standards.
- User Account Management: Assist with the creation, modification, and deactivation of user accounts, managing access rights and permissions in accordance with company policies.
- Onsite Support: Respond to and resolve Tier 2 and Tier 3 support requests that require physical presence, collaborating with other IT teams as necessary to ensure timely resolution.
- Inventory Management: Maintain accurate records of hardware and software inventory, including tracking equipment usage and changes in configuration.
- Stock Management: Oversee the inventory of IT equipment, including desktops, laptops, peripherals, and accessories. Maintain accurate records of stock levels, manage requisitions, and ensure timely replenishment of supplies.
- Equipment Maintenance: Conduct regular maintenance and upgrades on desktop and laptop hardware, including replacing faulty components and performing system updates.
- Vendor Coordination: Liaise with third-party vendors and service providers to facilitate hardware repairs, software installations, and troubleshooting as needed.
- Documentation: Maintain accurate records of support incidents, resolutions, and equipment inventory to support efficient IT operations and knowledge sharing.
- Move, Add, Change (IMAC) Management: Execute IMAC requests by managing the relocation, installation, and configuration of workstations and peripherals as required.
- Training and Support: Provide end-user training and support for new technologies and applications, helping users maximize their productivity
- Audio/Visual Support: Assist with the setup and troubleshooting of audio/visual equipment and video conferencing tools to ensure successful meetings and presentations.
Job Requirements
· ITIL V3 Foundation Certification (recommended),
· Microsoft Operating System / Office Certification(s) will be an asset,
· Advanced MS Office 365 skills,
· Scripting, coding skill will be considered an advantage,
· Able to solve simple hardware issues,
· iOS, Android advanced user,
· Basic Networking skills,
· Knowledge of Active Directory, permissions,
· At least 3-5 years' experience in onsite support. An equivalent combination of education and related experience may also serve to meet these minimum requirements,
· Team Player and Analytical Thinking,
· Open and positive personality and ability to manage stress effectively,
· Customer oriented (Service awareness),
· Good interpersonal and communication skills,
· Able to adapt in a fast evolving technology environment and ability to learn,
· Able to assume day to day responsibilities generating specific deliverables,
· Relationship-builder, at ease with people and capable of quickly building trust.