IT Helpdesk Technician

Role requires managing local IT sales support, workplace support, and IT asset stock coordination services. Knowledge of troubleshooting in IT certifications or similar to CompTIA A+ and Network+ is required.

Job Summary

• The candidate should be capable of making quick and effective decisions on the ground and escalate calls to respective internal or external Team members.
• The candidate must adhere to internal policy and guidelines presently in place for escalation and reporting.
• The candidate will be required to meet the KPIs relating to the fulfillment of the SLA outlined for all assigned tasks.
• The candidate will perform tasks that include Local IT Sales Support, Managed Workplace Support and, IT Assets Stock Coordination services.  
• The candidate should have basic knowledge of troubleshooting in IT certifications or similar to CompTIA A+ and Network+.  

 Other actions to be performed by the candidate includes but is not limited to:  

• PC Build / repair/ configuration  
• Equipment Delivery and assignment
• End User Training
• System Administration training for new solutions/Hardware
• Co-ordinate for device disposal including data removal
• Audio Visual support and administration  
• Executive Personal Support (VIP)  
• Inventory and Asset Management\tracking
• IMAC Install/Move/Change desktop PC
• Hands & Eyes & Local EM 3rd party liaison  
• Troubleshoot ICT related issues and conceive possible solutions\next steps
• Provide general Help Desk support
• Daily management reporting  

 Job Responsibility is not exclusive, and you may be required to carry out other job-related activities as assigned.

 Requirements & Experience for the Job: 

Education:

• At least an Associate Degree in related discipline and 1-2 years similar experience is required, OR High School Diploma and 5 years’ experience with relevant certification, including CompTIA A+ and Network+ (preferred) OR 1-5 years of proven experience as a help desk technician or other customer support role related to the work
• Must be able to follow complex and unique processes
• Must be able to adapt to change within environment

Analytical skills:

• Should be able to diagnose and resolve basic technical issues
• Should showcase aptitude to aid with general ICT related issues

Organizational skills:

• Must be able to manage multiple issues in a fast-paced and deadline driven environment
• Must be capable to task management

Communication skills:

• Must possess both strong verbal and written communication to perform job descriptions successfully
• Must align to required reporting tools and structure

Knowledge:

• Must possess a working knowledge of MS Office productivity tools\ products
• Must possess DBMS skillset or experience
• Must have a good understanding of computer systems, mobile devices, and other general ICT related products
• Must have working knowledge of email related services to include use of Outlook\email web portal
• Must also possess a working knowledge of WAN and LAN to address network connectivity issues

Other:

• Flexibility to work beyond assigned work shift should the need arise would be an asset
• Any other ICT related certification to aid with tasks execution as outlined
• Working motor vehicle would be an asset
• Understanding of Help Desk Service and related tasks performed