Tech (Cisco Gold Partner) IT Solution provides global network implementation and support solutions to world-class IT Companies, delivering cost savings and operational simplicity in IT helpdesk. tech is a 20 year old private company that delivers tailored solutions to over 50 of the world's leading multinational enterprises, outsourcers and service providers.
Requirements
• Provides an effective interface between users and service providers\Service Desk, including external commercial suppliers\OEMs where applicable. This interface includes documenting problems, progress checking, and ensuring all diagnostic information is provided for error resolution and incident analysis.
• Assists users in making more effective use of desk-top systems, products and services. Makes initial diagnosis of any problems and advises known solutions where applicable.
• Installs or removes hardware and/or software, using supplied installation instructions and tools; follows agreed standards. Agrees the timing of the work with those affected, eg users, operations management.
• Conducts tests of the hardware and/or software affected using supplied test procedures and diagnostic tools. Corrects malfunctions, calling on help from more experienced colleagues if required. Documents results in accordance with agreed procedures.
• Reports details of all hardware/software items that have been installed and removed so that configuration management records can be updated.
• Provides specialist guidance and advice to less experienced colleagues
• Ensures that all requests from users for assistance are handled promptly and effectively; is pro-active to ensure that users make effective use of the facilities available to them.
• Demonstrates commitment and ingenuity in expert application of available facilities to non-standard situations, diagnosing underlying causes of difficulties, and devising solutions or workarounds to ensure that the effect on operations is minimised.
• For all requests that cannot be directly resolved, provides an effective interface at the highest level between users and service providers; ensures that priority setting and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved.
• Regularly monitors the incidence, status and speed of resolution of enquiries and problems; is pro-active in devising improvements and recommending changes to systems, products or services.
• Provides users with information on the medium and long-term plans and policies of the organisation for the provision of desk-top systems, products and services and advises on the impact of such plans.
Key Competencies
• Conceptual Thinking: Acquiring understanding of the underlying issues in complex problems or situations by correctly relating these to simpler or better understood concepts, models or previous experiences.
• Information Acquisition: Identifying gaps in the available information required to understand a problem or situation and devising means of remedying such gaps.)
• Flexibility: Taking account of new information or changed circumstances and modifying understanding of a problem or situation accordingly.
• Interacting with People: Establishing relationships and maintaining contacts with people from a wide variety of backgrounds.
Candidate must be able to demonstrate the following experience:
• Has 25 to 48 month’s experience in a Deskside Support or similar role.
or
• Has gained experience as a competent user of computer systems and has demonstrated an aptitude for ICT work.
• Prior experience of working in a customer facing, end-user environment.
Technical Knowledge & Skills
The following Knowledge & Skills are required for the role:
• Proficient in Operating Infrastructure\Hardware with a working knowledge of the ICT infrastructure found in a corporate environment (e.g. hardware, databases, operating systems, local area networks etc.)
• Proficient with desktop Operating Systems with a working knowledge of common desktop applications (e.g. Microsoft Office, Oracle etc.)
• The application of automated systems to the support of specific business functions or processes.
• The management of the interaction between two or more networking systems, computers or other "intelligent" devices.
• Familiar with Corporate, Industry and Professional Standards
Qualifications & Certifications
TECH would prefer candidates who possess 2 of the following certifications;
• PC\Laptop OEM Maintenance or relevant
Certification if any
• CompTIA A+ Certification
• Microsoft Certified IT Professional (MCITP) certification in desktop area
• Microsoft Office Specialist (MOS) Certification
Additional Requirements
Location dependant the following applies
• Valid Driver’s licence
• Ability to pass in country security clearance (DBS, Police clearance check etc.)
• Shift work and Standby (as 24/7 service is offered) at selected sites, will be on a rotational basis with other team members in location.
• Ability to work local business hours
• Proficient in Local Language and English (Spoken and Written)
Please Drop your CV to rec@goproconsultant.com
OR
Share your Cover Letter below:
Job Location: Islamabad, Pakistan
Key Accountabilities:
Preferred Certifications:
Background:
Please Drop your CV to rec@goproconsultant.com
OR
Share your Cover Letter below:
Key Responsibilities:
Basic Requirements
Please Drop your CV to rec@goproconsultant.com
OR
Share your Cover Letter below:
Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers end users Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. Administer and provide User account provisioning. Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's. Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure. Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs Perform user account management activities Escalate complex problem to appropriate support specialists. Troubleshoot client software and basic network connectivity problems Provide knowledge transfer of EUC operations.
Technical Requirements
Phone support experience necessary. Technical Service desk or technical call center experience is necessary. Disciplined, systematic problem solving skills required. Hands-on work experience with the following: Windows Operating systems Clients: Windows7, Windows Vista, Windows XP, Windows 2000 Servers: Windows 2000, Windows 2003, Windows 2008, Knowledge of Active Directory, Exchange 2003/2007 ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center User account creation for Active Directory, Exchange Mailboxes, Distribution lists Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio Internet browsers (e.g. Explorer, Chrome, Firefox), VPN and remote dial-in users Support for laptop, desktops, and printers PDA and blackberry support
Years of Experience
1-3 years of Service desk, Global voice customer service experience , and support experience with problem solving involving hardware, involving hardware, software, and networks. Should have Global support experience.
Language
B1 French
Education requirements
Total: 3-4 years of University education post High school (B.Sc. or Diploma) Bachelors / Masters / Equivalent
Please Drop your CV to rec@goproconsultant.com OR Share your Cover Letter below:
Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers end users
Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
Administer and provide User account provisioning.
Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
Perform user account management activities
Escalate complex problem to appropriate support specialists.
Troubleshoot client software and basic network connectivity problems
Provide knowledge transfer of EUC operations
Technical Requirements
Phone support experience necessary.
Technical Service desk or technical call center experience is necessary.
Disciplined, systematic problem solving skills required.
Hands-on work experience with the following:
Windows Operating systems
Clients: Windows7, Windows Vista, Windows XP, Windows 2000
Servers: Windows 2000, Windows 2003, Windows 2008,
Knowledge of Active Directory, Exchange 2003/2007
ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
User account creation for Active Directory, Exchange Mailboxes, Distribution lists
Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
Internet browsers (e.g. Explorer, Chrome, Firefox),
VPN and remote dial-in users
Support for laptop, desktops, and printers
PDA and blackberry support
Years of Experience
1-3 years of Service desk, Global voice customer service experience , and support experience with problem solving involving hardware, involving hardware, software, and networks. Should have Global support experience.
Language
B2 German
Education requirements
Total: 3-4 years of University education post High school (B.Sc. or Diploma)
Bachelors / Masters / Equivalent
Please Drop your CV to rec@goproconsultant.com
OR
Share your Cover Letter below:
Job Description
Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers end users Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. Administer and provide User account provisioning. Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's. Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure. Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs Perform user account management activities Escalate complex problem to appropriate support specialists. Troubleshoot client software and basic network connectivity problems Provide knowledge transfer of EUC operations
Technical Requirements Phone support experience necessary. Technical Service desk or technical call center experience is necessary. Disciplined, systematic problem solving skills required. Hands-on work experience with the following: Windows Operating systems Clients: Windows7, Windows Vista, Windows XP, Windows 2000 Servers: Windows 2000, Windows 2003, Windows 2008, Knowledge of Active Directory, Exchange 2003/2007 ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center User account creation for Active Directory, Exchange Mailboxes, Distribution lists Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio Internet browsers (e.g. Explorer, Chrome, Firefox), VPN and remote dial-in users Support for laptop, desktops, and printers PDA and blackberry support
Years of Experience 1-3 years of Service desk, Global voice customer service experience , and support experience with problem solving involving hardware, involving hardware, software, and networks. Should have Global support experience.
Language
Any
Education requirements Total: 3-4 years of University education post High school (B.Sc. or Diploma) Bachelors / Masters / Equivalent
Please Drop your CV to rec@goproconsultant.com
OR
Share your Cover Letter below:
Unit 9105 141 Access House Morden Road, Mitcham, Surrey, England, CR4 4DG