Job Description The job holder will be primarily responsible for providing technical support by installing, testing, and upgrading computer hardware and software. This includes answering phone calls and live chats to work with employees to fix any technical difficulties they may be having online.Key Responsibilities:1. Troubleshooting Technical ProblemsI. Monitor activity i.e., Network, System and/or Applications and resource usage and taking corrective action where necessary to resolve problems including optimizing performance, capacity planning and management.II. Ensure entry, update, and follow up on IT support requests/management systems.III. Provide basic support/training in accessing the network and use of various software applications.IV. Ensure all IT tickets and tasks are completed within the recommended SLA.V. Engage with end users and answering their questions to understand their situation.VI. Ensure Antivirus and relevant applications are installed and up to date on all company computers.2. System and MaintenanceI. Monitor, assess, fix, and upgrade system and application issues so that the system functions uninterruptedly.II. Logging information about IT issues correspondences into the company’s system to keep a record of actions.III. Conduct IT asset audits as required.IV. Collaborate with programmers to explain errors and/or recommend modifications in programs.V. User account/Identity management on Azure AD.3. On-boarding and Off-boarding of UsersI. Install, test and configure new workstation, peripheral equipment, and software.II. Support for hardware or software installation, configuration, and troubleshooting for all technology users.III. Conduct technology training both for new users and continuous for all users.IV. Maintain inventory of all equipment, software, and software licenses.Education/Experience Needed:1. BSc (Computer Science, IT) or Bachelor of IT, certification in either or any combination of database systems, networking, hardware, or programming.2. Microsoft Certified IT Professional/CCNA/ITIL Certifications are a plus.Skills and Abilities Required:a. Technical Skills: Expert knowledge of computer networks, hardware and software. Thorough knowledge of Operating systems including Microsoft Windows, MacOS and Linux. Knowledge of software development and coding techniques.b. Industry experience: At least two years’ experience as an IT Support or similar position. Experience with Backups, Azure Active Directory, Exchange, and Windows server environments.c. Personal Skills: The ability to prioritize, be attentive to details, maintain confidentiality, and provide exceptional client service is required. Sound written and verbal communication skills, strong analytical, organizational skills and sense of urgency and a commitment to timely completion of tasks/projects.
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