IT Support Specialist
il y a 2 semaines
Job Description
- Perform end-user support by providing timely and accurate IT Service Desk services such as incident management, problem escalation, remote assistance, training, and end-user guidance on network systems.
- Proactively monitor the IT Service Desk incident management system, act on incidents, and alert relevant second-line support in case of performance degradation or downtime.
- Advise IT management on corrective action or procurement action required to correct detected weaknesses in system functionality.
- Gather comprehensive information about IT Service Desk trouble tickets enabling escalation to the correct second-line support area and to facilitate a short time-to-fix period.
- Ensure timely provisioning and maintenance of client software ranging from standard office automation software to specialized business applications.
- Support in planning and conducting exercises.
- Perform level 1 service support either remotely or on-site.
- 3 years of higher education after secondary school with a minimum of 3 years in a related field.
- At least 1 year of recent experience related to IT Service Desk functions within the last three years.
- Knowledge of service operations, processes, service delivery, reporting, and continuous improvement.
- Experienced in using ITSM tools such as BMC Remedy, Jira, ServiceNow, etc.
- Knowledge of, and experience in, installation, maintenance, and troubleshooting of MS Windows 10, MS Office, Visio, Microsoft Edge.
- Experience in the installation and maintenance of mobile computing solutions (e.g., VPN access, notebooks, remote access, and WLAN).
- Experience with Outlook configuration, administration, and troubleshooting in MS Active Directory and Exchange.
- Good knowledge of network technologies, including VPN, Wi-Fi networks, and mobile data communications.
- Knowledge of creating workflows, process flows, and Knowledge Base documentation. Ability to perform regular checks and updates to documentation.
- Customer-focused with service orientation, as well as highly effective interpersonal skills in dealing with demanding customers under high workload.
- Experience in performing user administration in MS Active Directory and Exchange.
- Knowledge of Windows Server, Windows Operating Systems, MS Office, PC Hardware, Networking Hardware, Networking Protocols, Desktop Troubleshooting, Telephony, and Network Security.
- Familiarity with SCCM software deployment and SCCM remote desktop management.
- ITIL Foundation certification.
- Competency in using call center tracking tools.
Avula Srivalli
Recruitment Coordinator
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