IT Support Technician

IT Support Specialist

Requirement/Must Have:

• 1+ years of experience in IT support.
• Experience with Microsoft Windows 11, MS Office products (2016 and later), laptops, printers, and peripherals.
• Familiarity with working concepts of Fulfilment Centres.
• Experience in ticketing tool, preferably ServiceNow.
• Experience in Imaging and familiarity with tools like Pixie boot.

Responsibilities:

• Provide support to the end-user community as per agreed processes and support levels.
• Manage activities related to new hire support from IT hardware perspective.
• Retrieve devices from terminated users.
• Provide peripheral support like issuances of mouse, keyboard, docking station, etc.
• Perform incident resolutions and request fulfilment and support end users on a variety of issues.
• Follow-up of end-user hardware request process and order handling of hardware including coordinating delivery and collection.
• Work within the guidelines and routines defined for the product or assignment.
• Work to ensure relevant KPI/PI’s goals for the team they are working with are met for the product or assignment.
• Provide the end user the support that is agreed upon.
• Provide information to end users in the event of operational disturbances.
• Act as action owner of the cases or orders they are assigned to.
• Determine and assign correct priority on created or received cases and act according to given instructions.
• Escalate cases to other support functions when necessary.
• Contribute to the identification and escalation of problems in supported services and solutions.
• Contribute to knowledge management and the documentation of errors and known workarounds.
• Follow the requirements concerning Information Security described in client Policy.
• Utilize and contribute to the Knowledge Management System.
• Support 2nd and 3rd line teams with problem identification and resolution as required.
• Act as dispatcher of incoming tasks.
• Ensure correct use of applicable security policies and raise security issues where discovered.
• Drive the identification and escalation of problems in supported services and solutions.
• Drive knowledge management and the documentation of errors and known workarounds.
• Contribute to discussions on methods to improve team efficiency and delivery quality.
• Participate in development of new operation techniques and contribute to designing solutions in support.
• Coordinate and secure specialized training for specific support tasks requiring unique knowledge.
• Collect measurement data (resolution time, work effort, and others) as assigned by management.

Nice to Have:

• Excellent customer service skills.
• Completes assignments with/without direct supervision and is a good team player.
• Disciplined, punctual, and a team player.
• Experience in using manual and semi-automatic jacks.
• Due to nature of job, The candidate must have ability for lifting and moving boxes (not over 50 pounds).
• Maintain workplace hygiene.