Provide IT maintenance support, troubleshooting, monitoring, and resolving desktop PC/Laptop/printer issues at customer site
Dealing with incoming faults over the phone and via email
Logging incidents and faults, categorizing and prioritizing them in line with team procedures
Conducting full and through diagnostics with end users to enable first point of contact fault resolution
Ensuring all faults are progressed & cleared within SLA
Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
Identify and escalate repeat issues or service risks into service management teams
Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational
Liaise with vendors and other IT personnel for problem resolution
Requirements
Diploma / Degree in Computer Science, Engineering or a related subject
Minimum 2-3 years' experience in troubleshoot, support and install/image PC/Notebook/Printers
Experience in Microsoft OS (Win 7, Win 8, Win 10, Windows Severs OS),Desktop/Workstation, L1 Server support in end user environment
Experience with monitoring systems and endpoint protection software, Office 365 deployment and administration
Familiar with remote help software like TeamViewer or LogMeIn
Possess solid experience in a helpdesk or technical support environment, and networking knowledge (OSI network layers, TCP/IP)
