Job Description

·      Receiving support requests directly from users, via emails, tools or hotlines, and confirming the reception of requests to users in a timely manner.

·      By oneself or together with the team, analyzing the issues, proposing solutions, and implementing IT tasks.

·      The main areas of support include PCs (hardware/ software/ connectivity), LAN cabling, wireless, printers, fax machines, scanners, photocopying machines, projectors, fixed telephones and other IT devices.

·       Escalating network, server, and corporate web tools/ applications related incidents/ requests to system team for further resolution.

·       Escalating serious incidents to IT Supervisor/ Manager and the Management for immediate attention and decision making.

·       Keeping track of incidents/ requests and communicating with users/ managers regarding their status and resolution.

·       Supporting system to maintain/ upgrade IT infrastructure and application systems.

·       Setting up PCs (hardware/ software/ connectivity) for newcomers.

·       Maintaining/ Upgrading PCs (hardware/ software/ connectivity) and other IT devices for current users when requested