Roles and Responsibilities:
• Troubleshooting problems related to Desktop/Laptops, MAC, Windows operating systems and O365/M365 applications.
• Troubleshooting Unified communication tools such as Teams, Zoom video call related issues.
• Should be familiar with collaboration tools, meeting room equipment and meeting room checks.
• Must have exposure to Windows 10 and 11 migration, user profiles management, data backups.
• Troubleshooting Windows Profile, printers, shared drives related issues.
• Troubleshooting network connectivity issues.
• Deploying standard image on desktops and laptops using Endpoint manager/Intune.
• To provide 1st line technical support; answering support queries via phone and email.
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Familiarity with IT Infrastructure tools such as Azure AD, Endpoint manager/In tune, M365 etc would be preferred.
Technical Proficiencies:
• To take ownership of user problems and be pro-active when dealing with user issues.
• To log all calls on the call logging system. Ensure incidents, tasks and problems on ticketing system (SNOW) are logged and addressed within defined SLAs.
• Respond to inquiries from clients and help them resolve any hardware or software problems.
• To escalate more complex calls to the relevant IT Support member.
• To notify relevant staff to arrange for external technical support where problems cannot be resolved in house.
• Pre-build PCs.
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