Job Summary

Main Objectives and duties :

1. Maximum access / availability for all desktops

Maintains daily monitoring and preventive maintenance to maintain desktop performance

Performs daily inventory for all IT Equipment

Submits real time report to Supervisor for all busted / damaged equipment.

2. All Software / tools needed by all department are installed and updated

Informs Technical Support Supervisor before installing any software

Follows work instructions on installing software, drivers, tools

Updates Software inventory file.

3. All legitimate internal Customer requests are catered

on a timely manner.

Monitors and updates Helpdesk Request in real time and provide proactive approach on catering client requests

Escalates advance desktop issues to next level if needed

4. All security policies and procedures are being applied to all Desktop equipment

Performs weekly evaluation / inventory on desktop equipment.

Follows work instructions on applying security policies and procedures.

5. Maximum access to network connectivity for all Desktop equipment.

Coordinates in a timely manner to Technical Support Supervisor and NOC Team for any network abnormalities

Ensures all equipment are physically, properly connected and configured.

6. Monitoring of all downtime issues and report immediately to all appropriate personnel.

Monitors Official Chat Groups for any issues

Monitors emails for any issues

Follows IT escalation procedures

7. Provision of training / coaching to Technical Support II

Provides coaching / training to Technical Support II when needed.

Next level of escalation for Level 2 tech support

Assist clients on high / moderate level IT Concerns

Area of expertise (Skills)

Other Skills and Experiences (Min)

Comptia Network + and Comptia A + Certifications

Education