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Responsibilities:

* Accurately testing, identifying, preparing, repairing, resolving, and documenting end user technical issues relating to Desktop support. Devices include, but not limited to Desktop PC, Micro PC, Thin Client, Laptop, Tablet, Smartphone, Printers, MFDs, and basic network connectivity.

* Hands on role, expected to provide 2nd line IT support to the business community ensuring that all requirements are met within agreed service level agreement

* To provide infrastructure administration functions

* Providing on-site cover as part of a shift arrangement

* Support in line with contracted business working hours

* Provide site support in remote offices when required

* Being prepared to work out of hours when required

* Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities

* Taking ownership of issues through to resolution on all appropriate requests

* Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information

* Ensuring regular customer interaction to adhere with update SLA’s and high levels of customer service

* Providing daily ticket updates to ensure users are fully updated on updates

* Move equipment associated with service requests, in line with health and safety guidelines

* Performing asset inventory activities as needed

* End user training and guidance on the use of hardware and software

* Recommends and / or performs upgrades to end user devices

* This position requires the ability to work in a BAU and / or project-based environment requiring flexibility and teamwork

* Performs other duties as assigned

Technical Skills:

* Excellent skills in user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone etc.

* Strong technical skills in Microsoft Windows 10, Office 365, Teams, Google, Service Now and other well-known applications

* Administration experience of MS Active Directory users & groups, policies and management concepts

* Effective communication by Engineer in English and local languages is mandatory

Business Skills:

* Ability to interact with customers so as to ensure that the service is polite, efficient and responsive service is provided

* A self-starter with ability to work on their own initiative

* To work through issues analytically to a successful conclusion

* An individual with a minimum of 3 years’ experience