Job Summary:     

The Officer – Service Support is responsible for carrying out 2nd Line service support activities mainly supporting hardware, software and computer systems.

Key Responsibilities:      

1. Attend to service requests and incidents assigned to them within defined SLA.

2. Troubleshooting system and network problems diagnosing and solving both hardware and software faults.
3. Configuring, deploying, troubleshooting, repairing, and maintaining end user equipment and accessories.
4. Setup and supports audio /visual equipment for presentations and other meetings
5. Setup and support of virtual meeting solutions, Webex, Zoom, Teams etc.
6. Establishes good working relationship with customers by keeping them updated on the progress made concerning their requests and in case of any escalations.
7. Installation & configuration of computer hardware operating systems and applications.
8. Maintaining and monitoring of computer networks and systems.
9. Logging the queries of end users in the incident management tool.
10. Capturing resolution details into the knowledge base system
11. Testing and evaluating new technology.
12. Replace computer parts as required
13. Ensure conformity to ISO (9001/2015 and 27001/2013) and data security requirements.

Academic Qualifications         

Bachelor’s degree in Computer Science, IT or a related field

The following certifications for the Officer – Service Support will be an added advantage:

1. CompTIA A+, CompTIA N+
2. IT Governance i.e. ITIL

Relevant Work Experience/Technical Skills Required

1. Minimum 1 year working experience in a busy IT environment
2. Working knowledge in supporting desktops software, hardware installations, configuration and support skills
3. Working experience in installation, configuration ad trouble shooting windows environment
4. Working knowledge of printer configuration setup and troubleshooting
5. Hands on experience in setting up and troubleshooting Local Area Networks
6. Good working knowledge of office productivity tools

Competencies

1. Excellent listening and questioning skills combined with the ability to interact confidently with users to establish what the problem is and explain solution.
2. Ability to be Team player
3. Problem solving skills
4. Customer focus
5. Ability to prioritize workload

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