Technical Staff

To deliver prompt and effective technical assistance to customers or internal users by diagnosing, resolving, and escalating technical issues, ensuring minimal disruption and optimal functionality of IT systems and services.

IV – DUTIES AND RESPONSIBILITIES

·       Responsible in repairing, maintaining, and upgrading all hardware and equipment to ensure optimal workstation performance.

·       The person will also troubleshoot problem in a timely and accurate fashion, and provide end-user assistance where required.

·       Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to 2nd level or 3rd level in accordance to Service Desk processes.

·       Manage service request, software installation, new computer setups, upgrades, etc. Maintain ownership of users issue and service ensuring that they receive resolution within reasonable time frame.

·       Responsible to all hardware and application support, queries, issues and problems and take ownership in the monitoring, operating, managing, in the completion and delivery of issue resolution (and take ownership in the completion of delivery and issue resolution).

·       Performs general preventive maintenance tasks on PC, laptops, printers and any other authorized peripheral equipment.