IT Support Specialist

About the role

The specialist shall provide the following IT support requirements:

• Problem isolation and subsequent problem determination up to second level support
• Determine whether the computer-related problem is hardware, software, network connection, others
• Resolve the problem if possible or escalate it to the respective technical support personnel/team by informing the Helpdesk
• Service restoration, including workaround or replacement options
• Swapping of machines when necessary while waiting for the service vendor’s arrival. The Client will provide standard spares for the on-site engineer to perform the swap
• Troubleshoot and recover corrupted End User’s desktop software to the agreed standard desktop software level after all system hardware is repaired. This Service is subject to conditions that the Client has the installation procedures and a full set of software to be installed
• Provide basic set-up and connectivity only of Client’s telephony system and escalate to relevant party where appropriate. Telephony-related problems are defined and limited to making sure that the phone cables are properly connected to the voice ports of the desk panels
• Configuration issues which need to be addressed within the client environment
• Activities not included are non-standard software consulting services and rollout activities, until which these software applications are approved to be in-scope through variation/change orders
• Asset management that includes, order fulfilment (e.g. order processing, receiving, closing), inventory, releasing, and disposal. This covers desktops, computers, and computer-peripherals
• Attending to the day-to-day operations through a ticketing system, attending to walk-in users, and related-duties-ad hoc tasks. Responding to user’s IT-related inquiry through the common mailbox and phone calls
• Troubleshooting meeting room’s equipment such as the projector, audio and video system
• IT On-boarding and off-boarding Client’s employees, e.g. providing IT requirements for new and existing employees and collecting/inventory of leaver’s IT assets

About you

• Nitec or Higher Nitec in Operational & Information Technology or IT Systems & Networks
• Preferably one (1) year of relevant working experience
• Must be prepared to travel to client's site in the west when backup is required