ROLES AND RESPONSIBILITIES:
Address user tickets regarding hardware, software and networking
Maintain the Asset Tracking system.
Research and identify solutions to software and hardware issues
Diagnose and troubleshoot technical issues, including account setup and network configuration.
Setup devices and assets for new joinees.
Conduct remote troubleshooting
Test alternative pathways until you resolve an issue
Customise desktop applications to meet user needs
Direct unresolved issues to the next level of support personnel
Follow up with Clients/Partners users to ensure their systems are functional
Help create technical documentation and manuals
Refer to internal database or external resources to provide accurate tech solutions
Ensure all issues are properly logged
Prioritise and manage several open issues.
Acts as expert for infrastructure teams in the plan, design, and delivery of IT solutions.
Acquiring new software and hardware, negotiating service contracts, and building relationships with vendors and service providers
Coordinating and Implementing of Monthly Patching of all Devices using Jumpcloud
Ability to speak to a non-technical audience about technical problems.
Participate in identifying, troubleshooting & mitigating issues on Operating systems in a timely and accurate fashion.
SKILLS AND COMPETENCIES:
Should have a overall 4-6 years of experience
Should have minimum 1 year of System Security and Administration experience.
Proven work experience as a Technical Support Engineer, IT Administrator, Desktop Support Engineer or similar role.
Hands-on experience with Windows/Mac OS advanced troubleshooting.
Experience in administering SaaS tools like Gsuite, Slack, Notion, etc.
Good knowledge of current hardware and software across various devices.
Experience with working and troubleshooting on MDM solutions (JumpCloud)
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and troubleshoot technical issues.
Familiarity with remote desktop applications and help desk software.
Big advantage if you have worked in a company that is ISO 27001 certified.
Excellent problem-solving and communication skills.
Ability to provide step-by-step technical help, both written and verbal.
Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.
SPECIAL REQUIREMENTS FOR THE ROLE:
Bachelor’s / Master’s Degree in Information Systems or a similar technical experience is a huge advantage
Practical experience in providing IT technical support is highly valued
In-depth knowledge of Information Systems and Software, ISO
Proficiency in troubleshooting hardware, software, and network issues.
Knowledge of operating systems (e.gWindows, macOS, Linux) and their configurations.
Ability to work and communicate clearly and efficiently with cross-functional teams and working with an international team is an added advantage