IT onsite support

Job Description


On-site Support Responsibilities as Global


1. General

 Responsible for 1st & 2nd and 3rd level onsite customer facing support

 Outstanding communication and interpersonal skills, time management and attention to detail with a strong focus on customer service.

 Min. 2 years hands on experience

 Candidate should be fluent in English along with the local language

 Positive attitude and ability to adapt in a rapidly changing environment

 Ability to work without Close supervision

 Professional, resourceful, dedicated and accountable

 Familiar with Windows, MS Office, Adobe and Outlook setup / use.


2. Desktops/Laptops

 Configuring, upgrading, installation and troubleshooting desktop/laptop computers along with any associated equipment

 Work with vendors support contract to resolve technical problems with desktop computing equipment and software

 Ensure desktop computers interconnect seamlessly with diverse systems including associated validation system, Citrix, remote access, file servers, email servers, conferencing system and application servers

 Broad and in-depth knowledge of Windows Desktop OS on desktop/laptop PCs

 Working knowledge of troubleshooting hardware issues and replacing hardware on both desktop and laptops

 Working knowledge of installing software, patches, updates on Desktop, Laptops etc.

 Basic TCP/IP LAN skills and experience


3. Printers

 Configure printers (local and network)

 Ability to resolve printer faults (paper jams, toner exchange)


4. Networks/Servers

 Knowledge of switches, modems, routers, AP and firewall. Hands Eyes activity only

 CCNA – Cisco certified network administrator would be an advantage

 Understanding of Tape Libraries – basic input, extraction of tapes

 Basic understanding of servers – ability to identify a server outage (UPS/server/switch is powered on)

 Basic understanding for AD, Files and Print Services.


5. Mobile Devices

 General familiarity with the common OS’s in market (mostly IOS, Android)

 Intune level 1 support (console familiarity)


6. SKYPE for business/ Microsoft Team

 Desktop Skype client support (how to repair, reinstall, upgrade, set configuration options)

 Headset, Physical IP phone and Physical analogue phone support (setup, configuration, firmware updates, RMA and patching)

 Diagnose call quality issues (how to use quality database or call quality dashboard

 Assist with Skype Broadcast configurations

 Large meeting support – how to support high profile or large audience Skype for Business meetings (setting meeting controls and physical setup best practices).


7. HDVC Support

 Polycom support capability – how to test room equipment and carry out RMA procedures for faulty equipment.

 Bridge configuration – how set up bridge calls, configure recording, set meeting options, external participants.

 Video conferencing best practices – advise uses on VC etiquette etc.

 Perform firmware upgrades


8. Skype Room System Support

 How to test equipment, diagnose quality issues, reset devices, replace parts.

 Test connectivity

 Fault/break RMA of hardware

 User support for content sharing issues (resolution mismatch etc.)

 Perform firmware upgrades