Monitor user and system adherence to security standards.

DUTIES AND RESPONSIBILITIES:

  • Troubleshoots minor equipment malfunction and corrects them as directed by knowledge-based tool, IT Service Desk and/or Shift Supervisor.

  • Monitor user and system adherence to security standards.

  • Evaluates and tests equipment, network/software, and system tool products and submit recommendations to the shift supervisor.

  • Operates and monitors divisional operating systems, platforms, network, servers and software and escalates and/or resolves exceptions in accordance with established procedure.

  • Assist staff with installation, configuration and ongoing usability of desktops, laptops, peripheral equipment and software complying with given standards and guidelines.

  • Escalates issues to higher level of support when needed.

  • Document, track and monitor problems to ensure timely resolution.

  • Sets and loads computer equipment with required items and prepares equipment for operations.

  • Gathers and analyzes information about the user’s issue and determines the best way to resolve their problem.

  • Ensures hardware accessories are functional and usable. Troubleshooting hardware issues is the primary scope of support.

  • Provides physical support to all system users.

MINIMUM REQUIREMENTS

  • Good Interpersonal Skills.

  • Ability to simplify complex technical terms when assisting end-user and on hand to answer basic to complex technical questions of end-user.

  • Good Technical background and knowledge of user account administration (active directory).

  • Advanced knowledge of computer hardware.

  • Familiarity with network troubleshooting.

  • Able to react to change productively and handle other essential task as assigned.

  • Ability to read Helpdesk Knowledge based tool and comprehend directions therein in order to remedy minor computer equipment malfunctions.

  • Ability to diagnose the cause of a problem in a complex environment and provide effective and immediate resolution.

  • Knowledge of methodology to run computer system and to troubleshoot minor computer equipment malfunctions.

  • Ability to communicate problems with higher levels of support and/or Supervisor as they become known.

  • Ability to meet deadlines.

  • Ability to provide Acquire BPO customers with outstanding customer care and service at all times.

  • Ability to adapt on any additional or different functions that may be assigned from time to time.

  • Willing to work variable shifts including evening, weekends and public holidays.

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