Job Description

Job Responsibilities - Coordinator

• Manage day to day staff scheduling
• Acting as single point of contact for customer issues & escalations and delegate authority on specific subjects.
• Ensure all sites are visited and incidents/request solved within KPI
• Manage response to computer related request and incidents
• Provide installation and upgrade services of supported hardware and software
• Support of key engineering applications at use within the business

Job Responsibilities -Technical Support

• The LTS will provide client specific IT support to the End Users, handle IT related problems in order of priority and within the optimum time scale, in accordance with procedures and project SLAs.
• This role will require an individual to solve customer support issues by visiting the customers location and may involve supporting multiple facilities.
• The LTS interfaces with the Service Desk and other support teams to achieve the deliverables supporting the IT Services contract. Candidates will be required to have basic PC support knowledge and experience with common support tools.

Required competence, experience, and education:

• English and local fluency
• 2-3 Years experience in an IT Support Role
• PC (Desktops/Laptops) - Hardware and Software Troubleshooting
• Ability to resolve Windows 7 and Windows 10 Operating System Errors
• Basic Network troubleshooting skills and knowledge
• Proficient in Microsoft Office latest Suites
• Understanding of Symantec Endpoint Protection software
• ITSM Tool Set (Ticket Management Software) preferred
• Correctly track incidents and calls timely and accurately
• Basic Knowledge of Microsoft Active Directory
• Microsoft Group Policy Objects experience
• Implement virus detection and eradication procedures
• Diagnose printer and other peripheral device failures and implement solutions
• Provide installation and upgrade services of supported hardware and software
• Hardware installation, movement and de-installation
• Diagnosing problems concerning personal hardware (PCs, laptops, printers, scanners etc.)
• Support of key engineering applications at use within the business
• Basic support of tablets/smart devices
• Managing the day-to-day activities of the team on the ground. Delegating tasks to team members.
• Excellent oral and written communication skills
• Customer oriented (Service awareness)
• Excellent interpersonal skills
• Experience with coaching members on achieving goals
• Team Player profile, able to organize and coordinate team members
• Analytical Thinking skills
• Problem Solving skills/Resolve conflict/Navigator
• Able to adapt in a fast-evolving technology environment and ability to learn
• Able to assume day to day responsibilities generating specific deliverables
• Able to deliver service to Senior Executive people
• Ability and willingness to work outside of office hours as well as be available 'on call'.
• Proactive attitude
• Flexibility
• Stability / Stress tolerance

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