Sutherland -
Company: Sutherland –
WebSite: Alexandria, Egypt
Job Description:
- Technical Support:
- Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance.
- Monitor service desk for tickets assigned to the queue and process first-in first-out based on priority.
- Efficient problem resolution and maximize systems availability.
- Review the frequently faced system problems and work on the improvements.
- Strict Compliance to agreed SLA for issue resolution.
- On Call 24×7.
- Maintains integrity of systems.
- Ensure all users can access their workstation with required privileges for day-to-day operations.
- Interacts with internal clients on all levels to help resolve IT-related issues and provides answers in a timely manner. This includes Relationship Management, Communications, Meetings, and floor walks. Working with them and prioritizing helpdesk tickets response and face to face follow-up with internal customers to drive Service Level Agreements.
- Participates in problem management and promptly escalates faults in line with set procedures to the correct support agency and resolves the problem in a timely manner without affecting Business. This includes collection of info and monitors on frequently occurring problems and reports these issues to the relevant groups in order to resolve them, and ensures all of these are made known to the Management team (Duty Manager, Site Manager).
- Daily system maintenance checks prior to the operation/business opening hours, with ongoing support during operational hours.
- Performs routine preventive maintenance on hardware and software, to include desktops, laptops, copiers, faxes, scanners, telephones, bar-code scanners, thin clients and other technologies.
- Strictly adhere to the set procedures and follow the guidelines.
- Utilize and maintain the helpdesk tracking software.
- Provide helpdesk support if required and resolve problems to the end user’s satisfaction.
- Maintain inventory of all equipment.
- Report issues to direct manager for escalation.
- Manage PC setup and deployment for new employees using standard hardware, images and software.
- Perform timely workstation hardware and software upgrades as required.
- Support users on standard office system applications.
- Handle supplier’s communications for functional and/or technical support with regards to purchased software and hardware.
- Handle infrastructure, network cabling repairs, data center maintains requests
- Support a group of services (MacAfee Antivirus, SCCM, WDS, etc…).
- Handle the responsibility for all IT assets check inventory and Scan the assets.
- Handle the responsibility for hardware issues on site (Laptops, Desktops, and Printers).
- Documentation:
- Maintaining a documentation for all internal procedures, IT assets, network changes/activities, including creation and maintains for all system related manuals and guides.
- Documentation maintained to support compliance/IT Security and audit requirements.
- Maintain information systems knowledge base.
- Improves client references by writing and maintaining documentation.
- Participates in Asset management. Ensure Assets are maintained and tracked accordingly by following the Standard Operating Procedures for such.
Skills: