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Posted Aug 31, 2024 576 views
PKR. 70,000 - 100,000/Month
Responsibilities:
- Adhering to SLAs
- ITIL Processes awareness and adhering to ITIL process workflow.
- Reporting to the Client Track Lead / Team Lead.
- Handling tickets/requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems.
- Troubleshooting technical issues
- Ensuring that the IT processes are adhered to
- Building and configuring PCs and laptops as well as loading software
- Setup applications like Outlook, Wi-Fi, VPN, and Backup
- Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.
- Tracking work tickets on ITIL based ticketing system like ServiceNow.
- Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.
- Performing repairs on computers, laptops, printers, and any other authorized peripheral equipment
- Improving and maintaining customer and employee satisfaction
- Performing asset inventory activities as needed
- Creating documentation for processes and procedures of day-to-day work, including KB articles.
- Break-fix, troubleshoot, and resolve software issues; reimaging computers/hard drives/etc.
- Providing frontline customer support, including hardware and software troubleshooting and diagnosis.
Required Skills / Qualifications:
- Minimum 5 years hands-on experience as deskside/onsite support/local IT engineer
- Strong Microsoft Operating System installation (Win10 / MAC OS X) and troubleshooting skills
- Strong experience in providing hands-on support for network and datacenter equipment/devices
- Strong knowledge of Mac OS, building of Mac machines, and pushing applications via Mac servers
- Strong experience in troubleshooting MS Office, O365 (Outlook, Word, Excel, PowerPoint, etc.)
- Strong desktop support knowledge including hardware, software, and networking concepts
- Strong skills in desktops, workstations, notebooks, and printers and handhelds
- Good knowledge of MAC OS, iPad, and Android devices
- Knowledge of Windows image build process and SCCM deployments
- Good knowledge in handling RF scanners, industry-level label printers (e.g., Zebra)
- Experience in handling managed print services, corporate/network printers
- Basic understanding of audio/video equipment and conference room setup
- User account creation for Active Directory, Exchange Mailboxes, Distribution lists
- Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
- Troubleshoot and assist end users with mobile device setup, activations, and performance issues, including handhelds like Blackberry, Android, and iOS support knowledge
- Strong customer service skills
- Strong written and verbal communication skills
- Excellent communication and conversation skills (verbal and written)
- Good documentation skills
- Good working knowledge of MS OFFICE / O365 (including MS Project, Visio, OneDrive, and OneNote) and SharePoint
- Great customer handling skills
- Ability to handle unforeseen situations
- High level of acceptance
- Knowledge of ITIL ticketing tools such as ServiceNow, BMC Remedy, etc.
Additional Responsibilities:
- Might need to travel to other sites based on demand and requirements.
- On-call requirement for P1/urgent issues outside regular support hours (local business hours).
- Handle operations and customer requirements as per process and agreed SOW.
- Possible rotational shifts.
Job Details
Industry:
Functional Area:
Total Positions:
1 Post
Job Shift:
Work from Home
Gender:
No Preference
Minimum Education:
Bachelors
Degree Title:
IT
Career Level:
Experienced Professional
Minimum Experience:
5 Years
Apply Before:
Oct 01, 2024
Posting Date:
Aug 31, 2024
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