Specialist Technical Support

JOB PURPOSE

The Specialist Technical Support will provide IT related end user support ensuring no work disruptions on site due to technical issues. Works with central IT team for on-site monitoring, maintaining and configurations required.

Technical Support:

• Provide enterprise technical support in a professional manner by fixing the root cause of the issue using the resources on hand.
• Must have hands on experience working on different operating systems including Windows and Mac OS
• Perform Installations, configuring systems, Printers, Network/Wifi, BitLoker, VPN, FortiClient, Firewall, Switch, etc.
• Fixing hardware/software faults, solving technical problems, supporting roll-out of new applications to meet given SLA and customer satisfaction.
• Work with business Units on License consolidation and procurement.
• Manage security and updates for software through monitoring tools.
• Work on providing Operations Management support for Day-to-day service operations using incident management.
• Adhering to IT department policies and processes when responding to end user support requests within the site (s) in addition to remote support in line with agreed SLA delighting customers on every ticket.
• New user IT-Onboarding by imaging laptops, configuring profiles, setting MFA, etc.
• Serve as contributing member of a high performing technical support team by providing our customers with on-field support via MS-Teams, Phone, Email, and chat support.
• Ensure positive Customer Feedback on CSAT score for Happy-or-Not for the assigned ITSM\ITSO.
• Provide On-site, remote and vendor support required during vendor upgrades and migrations.
• Provide 1st level technical support on assigned division specific software (BIM, Photoshop, 3Ds Max, Lumion, vRay, CorelDraw, Raster Image, i1Profiler, Autodesk, AutoCad, ProjectWise, Revit, Dynamo, Navisworks, Design Software, etc.).

SLA Adherence:

• Follow Service Level Agreement targets for all operational process including incidents and problems
• Follow Service center response time and reliability within agreed tolerance limits
• No logical security incidents and No physical security breaches
• Work in coordination with respective product support teams during maintenance phase to ensure system stability and satisfaction

Problem Management:

Document relevant issues identified as a problem to get the analysis on fixing the root cause.

Software Compliance:

• Ensure we legalize all used software within the site(s) and eliminate any risk in illegal software usage.
• Ensure all installed applications are compliant with IT Department security, governance and corporate policies and standards

Knowledge Management:

• Creating and maintaining the Knowledge articles/records using ITSM knowledge management to document the knowledge gained and information for other team members to fix the future issues.
• Be a team player in supporting fellow Technical Support staff by guiding them on knowledge search enhancements.

Documentation:

• Document ticket summary for all your assigned tickets in a professional manner on problem description, solution proposed/fixed/workaround by using the ITSM tool and following IT department templates.
• Provide management updates on your daily/weekly/monthly progress in the formats/tools shared.

COMMUNICATIONS & WORKING RELATIONSHIPS:

• Internal: IT End Users, IT Management
• External: External Vendors/Consultants for Vendor support on installations and updates

QUALIFICATIONS, EXPERIENCE, & SKILLS:

• Minimum Qualifications: Bachelors Degree in Computer Science, Information Systems, or related fields (mandatory)
• Good to have Certifications: Azure, CCNA/CCNE, basic cabling, switching, routing, Design Software
• Minimum Experience: minimum 8+ Years hands on Enterprise IT Technical Support role
• Legally able to work in the country in which the position is based.

COMPETENCIES:

• Knowledge of administration, configuration, monitoring and troubleshooting H.W and S.W
• Professional written and interpersonal skills essential when communicating with customers and clients
• Troubleshooting skills and Root cause analysis skills