Job Description

SKILLS AND COMPETENCIES

The incumbent will be responsible for IT hardware support, including desktops, laptops, tablets, and other peripherals available at the sites. The managed services provider will extend support for software, covering operating systems, applications, and other software packages. This entails troubleshooting issues, delivering solutions, and escalating complex matters to higher-level support when required. The vendor must offer both On Call Support and Onsite support for technical inquiries originating from the customer and the Head Office. They should be capable of providing hardware support for end-user devices, including OS build upgrades and version enhancements. Maintenance tasks like patches upgrades on Windows & Mac devices, as well as software patching, fall under their responsibility. Handling first-level support for IP Phones (Analog, Digital, and IP Phones) from the end-user perspective. Provision of support for Multimedia equipment to ensure seamless integration with various technologies. The support delivery method, whether remote or on-site, will be determined based on specific requirements. Collaborating with the customer or other vendors, as necessary, to escalate device- related issues effectively. Ensuring timely provision of accessories upon request, following an eligibility matrix and defined SLAs. The vendor will deliver first-level support to end-users, addressing issues related to desktops, laptops, mobile devices, printers, and other hardware and software components. They will troubleshoot problems, offer solutions, and escalate complex issues as needed. Should be able to provide first level support at remote sites for network equipment and telecommunication equipment's. Coordinate L2 level support the customer sites and HQ with various vendors. Providing remote support to end-users using appropriate remote access tools to diagnose and resolve issues effectively.

RESPONSIBILITIES

Experience in providing Level 1 technical support services at a help desk and on- site. Proficiency in diagnosing and resolving basic software and hardware issues. Strong communication skills and the ability to explain technical concepts clearly to non-technical users. Availability to provide support during designated hours, including evenings and weekends, if required. Familiarity with common operating systems, software applications, and digital tools. Commitment to providing excellent customer service and meeting service level agreements (SLAs). Compliance with data protection and privacy regulations.

QUALIFICATIONS & EXPERIENCE

Two years of experience in a relevant profession is a mandatory requirement. A bachelor's degree or three-year diploma in computer science or a relevant subject is mandatory.
Job Type: Full-time

Application Question(s):

Are you experienced in providing Level 1 technical support for desktops, laptops, tablets, and other peripherals? * Do you hold a bachelor's degree or a three-year diploma in computer science or a related field?