IT Support Specialist

Job Responsibilities:

The specialist shall provide the following IT support requirements:

• Problem isolation and subsequent problem determination up to second level support
• Determine whether the computer-related problem is hardware, software, network connection, or others
• Resolve the problem if possible or escalate it to the respective technical support personnel/team by informing the Helpdesk
• Service restoration, including workaround or replacement options
• Swapping of machines when necessary while waiting for the service vendor’s arrival. The Client will provide standard spares for the on-site engineer to perform the swap
• Troubleshoot and recover corrupted End User’s desktop software to the agreed standard desktop software level after all system hardware is repaired. This Service is subject to conditions that the Client has the installation procedures and a full set of software to be installed
• Provide basic set-up and connectivity only of Client’s telephony system and escalate to relevant party where appropriate. Telephony-related problems are defined and limited to making sure that the phone cables are properly connected to the voice ports of the desk panels
• Address configuration issues within the client environment
• Asset management that includes order fulfilment (e.g. order processing, receiving, closing), inventory, releasing, and disposal, covering desktops, computers, and computer peripherals
• Attend to day-to-day operations through a ticketing system, assist walk-in users, and manage related ad-hoc tasks. Respond to user’s IT-related inquiries through the common mailbox and phone calls
• Troubleshoot meeting room equipment such as projectors, audio, and video systems
• IT onboarding and offboarding of Client’s employees, e.g. providing IT requirements for new and existing employees and collecting/inventory of leaver’s IT assets
• Configure network printers, troubleshoot hardware issues, coordinate with third-party vendors for repairs, and set up and manage mobile devices (Android & iOS) within Client's system.

Job Requirements:

• Minimum NITEC certified (or equivalent)
• Preferably have one (1) year of relevant working experience