ICT TECHNICAL SUPPORT SPECIALIST

Responsibilities

• Provides onsite support to users with good customer satisfaction for main and off-site;

• Service cases escalated by helpdesk, ensure service report form are completed and update/close the tickets on a timely manner as per ticket update/closure procedure;

• Helps to maintain or improve the overall image of the support team;

• Level 1 & 2 level trouble shoot and problem resolutions;

• Provide technical and operation support;

• Work to reach service level target;

• Break/fix for patches, software distribution and preventive maintenance;

• Managed the media and documentation related to the equipment supported;

• Scanning and Software Distribution Agent installation and reinstatement of agent as needed during transition, wall to wall and steady state activities;

• Install the inventory scanning agent upon any new asset;

• Deployment/cloning/Hardware change that needs reinstallation of the agent. (Agents and instructions will be provided by customer);

• Reinstate inventory scanning agent on the PCs/laptops for those cases highlighted by the asset administrator where the agent is not responding back to the server after the periodic scanning;

• Provide the listing of any disposed assets from the environment to asset administrator for updating the asset repository

• Provide break fix to software distribution patches where customer will provide the instructions;

Skills/Requirement

• Minimum Diploma in any IT related discipline

• Advanced knowledge of computer hardware systems, chipsets, memory modules, and peripherals

• Knowledge of operating systems, software applications, and remote connection systems

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