Job Description
Installing technical troubleshooting and fixing desktops, printers, laptops and other computer peripherals hardware problems as well as desktop applications.
Basic knowledge of enterprise LAN and WAN setups and concepts.
Ability to perform smart hand activity under instruction-based activities at sites and from Remote Team.
Ability to lift/move computer equipment weighing up to 50Lbs.
Expert in desk side support and PC break/fix including basic administration of Windows O/S and MAC OS.
Usage Knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP.
Smart hand support for peripheral and networking hardware, including, but not limited to:
monitors, keyboards, mice, printers, fax machines, scanners, routers, wireless routers, switches, firewalls, racks, cabinets, multi-port data termination panels all under Smart Hands' capability.
Ability to troubleshoot issues with systems and networks using good deductive reasoning skills and troubleshooting & resolving issues related to end-user network cabling.
Advanced knowledge of computer hardware systems, chipsets, memory modules, and peripherals.
Knowledge of popular operating systems, software applications, and remote connection systems: MS Windows, MS Office 365, Active Directory, SCCM, DHCP, VPN and others.
Requirements
Excellent written and oral communication skills with clients and management as well as people skills.
Ability to work with deadlines and complete tasks on time.
Takes proactive ownership and works with a sense of urgency.
Bilingual (English & Local B2)
Experience of ticketing tools (ServiceNow / Remedy etc.)
is an additional advantage.
Minimum of 1-3 years of experience in Windows Desktop support.
This position requires the ability to work in a project-based environment requiring flexibility and teamwork.
Responsibilities
Provide first/second level contact and problem resolution for customer issues.
Work with Third Party Vendors to remediate complex AV issues as needed.
Provide timely communication on issue status and resolution.
Maintain ticket updates for all reported incidents.
Install, upgrade, support, and troubleshoot Windows 10, 11, and Mac.
Should have basic knowledge of the Mac operating system, to support Apple PC users.
Install, upgrade, support, and troubleshoot for printers and computer hardware.
Perform general preventative maintenance tasks on computers, laptops, and printers.
Perform remedial repairs on desktops, laptops, printers, and any other authorized peripheral equipment.
Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software.
Broad experience in IT with a basic understanding of Networks, Servers, Audio/Visual, Smart Devices, and Telecoms.
Perform other duties as assigned.
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