Purpose:
The IT Support Specialist’s role is to deliver support to end users in the organization about how to use various types of Hardware programs efficiently and effectively in fulfilling business objectives. This includes troubleshooting Applications and Hardware for all internal Business Users, such as operations, development, and other business units, resolving IT issues in a timely manner (within the SLA’s). The IT Support Specialist is also responsible for assisting in the design, delivery, and training all Hardware & Software applications (used by the business);
Your Roles & Responsibilities (but not limited to):
- Serve as the first point of contact (L1) for Business Users seeking functional & technical assistance over the phone, email, helpdesk ticketing system and in person. Any issues that came outside Helpdesk system, specialist must create the tickets in the helpdesk or request users to create one.
- Educate users on new software application and hardware releases.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions, answering to Business Users inquiries, diagnosing technical issues, running tests, determine the best solution based on the issue and details provided by Business Users
- Write technical specifications for purchase of PCs, Printers, Applications, Hardware and related products.
- Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs.
- Prepare Replacement Reports on any Hardware failing.
- Work with end users to identify and deliver required PC service levels.
- Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
- Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products.
- Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products.
- Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed.
- Receive and respond to incoming calls issues in Manage Engine, regarding PC, hardware and software/application problems.
- Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, printers, scanners, licenses and other peripheral equipment.
- Monitor and test PC performance and provide PC performance statistics and reports.
- Construct, install, and test customized configurations based on various platforms and operating systems.
- Walk the Business Users through the problem-solving process.
- Direct unresolved issues to the next level of support personnel.
- Liaise with System OEM Vendors for any support or 2nd / 3rd Level Support.
- Record events and problems and their resolution in logs.
- Follow-up and update Business Users status and information.
- Pass on any feedback or suggestions by Business Users to the appropriate internal team.
- Identify and suggest possible improvements on procedures.
- Create and deploy feedback mechanisms for end users. Analyze results, make recommendations for support process improvement, and implement changes.
- Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
- Provide support for the testing of new and existing Hardware applications under development or consideration for purchase.
- Field incoming problem tickets from end users to resolve application and Hardware issues.
- Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.
· Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution and to update Manage Engine as marked resolutions.
- Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
- Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
- Maintain and enhance performance of all new and existing Hardware and applications across the organization.
- Identify and learn appropriate Hardware applications used and supported by the organization.
- Coordinate with department heads to assess departmental application training needs and objectives.
- Participate in the design, development, and delivery of Hardware applications training programs and individual classes.
- Prepare and post knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolution.
- Creates Access and Permissions.
- Maintain Issue and Action log.
- Report the System program error.
- Attend trainings / workshops and complete one job/role related Certificate (Yearly)
- Prioritizing your workload to ensure the most critical issues are resolved first.
- Managed OEM Accounts like GM Global etc. , Install EPC on Parts Catalogue.
Qualifications:
- College diploma or university degree in the field of computer science and/or [3] years equivalent work experience.
- or Training in
- Personal Computer Components
- Laptop and Portable Devices
- Operating Systems
- Printers and Scanners
- Networks
- Security
- Communication and Professionalism
- Knowledge and skills of networking professionals.
- Ability to manage, maintain, troubleshoot, install, operate and configure basic network infrastructure
- Hold Certifications from CompTIA A+ / Network+ Certification
Skills:
- Working technical knowledge of network and PC operating systems, including [Windows Workstations, Windows XP, and Vista].
- Extensive application support experience with [IP Scanners, Repairing S/W tools and converters, Client Antivirus, Remote management Agents ( Remote Admin, Remote Assistance, Desktop remote Connection), Exchange Clients( MS Outlook, Outlook Express, Outlook WEB Mail) VPN client connections, Client Firewalls…].
- Hands-on hardware troubleshooting experience.
- Good understanding of the organization’s goals and objectives.
- Knowledge of applicable data privacy practices and laws.
- Effective interpersonal skills and relationship-building skills.
- Strong written and oral communication skills.
- Ability to present ideas in user-friendly language.
- Understanding of the organization’s goals and objectives.
- Self-motivated and directed.
- Keen attention to detail.
- Analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Ability to work in a team-oriented, collaborative environment.
- Strong customer-service orientation.
