TECHNICAL SUPPORT ENGINEER

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Job Description

Skills and Experience Required

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Job Description

• Desktop/Laptop/IMAC Support,
• Analysis of hardware & software for troubleshooting purposes,
• Check the functionality of cabling, systems and connectivity,
• Analysis, processing and if necessary, forwarding of faults,
• Troubleshooting and recovery of the cooperativeness and functions within the
framework of the contracted service level,
• On-site configuration Amendments and changes of configuration to restore functionality, Maintenance of the knowledge database,
• Work according to implemented processes,
• Cooperation with the End user at the site
• Smart hand and feet support for additional IT services, such as network and telephony Identifying, repairing, resolving
• Troubleshooting and resolving desk side issues reimaging computers/hard drives, backing up
• Move equipment associated with escalated help desk incidents and service requests.
• Coordinate with Vendor for Hardware repairs and replacements
• Knowledge of mobile device support
• Knowledge of networks, telecom, and compute/storage.
• Knowledge of MacOS & iOS environment & administration.
• Advanced understanding of the MacOS imaging & end-point deployment process.

Skills and Experience Required

• Diploma or equivalent certification
• 2-3 years of experience in End user support environment.
• Prior experience on Desktops, Workstations, Mobile devices and Notebooks
• Installation and configuration – Desktop / Laptops, Mobile devices
• Excellent skills in user IT infrastructure – Desktops, Laptops and Mobile devices
• Strong technical skills in Microsoft Windows desktop/Laptop operating systems.
• Effective communication by Engineer in English and local language
• Good Analytic/Troubleshooting Skills.
• Good Customer Support Skills.
• Collaboration experience including remote control of PCs.
• Deliverables to include ensuring the proper levels of run and maintain support and hands on assistance for IT infrastructure projects /upgrades (workstations)
• Strong Microsoft Office skills (Outlook, Word, and Excel with good experience on
Windows 7 and 10 OS)
• Thorough understanding of Outlook’s calendaring tool
• Understanding of Exchange functional accounts and how they are used within Microsoft technologies.
• Knowledge of M365 including share-point and MS Teams
• Proactive and a good team player, with a positive working attitude and able to follow instructions
• Able to work independently and work as a team
• Able to adapt to a dynamic working environment quickly
• Able to work shift hours

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