Level 1 Laptop/Desktop Support Analyst

Key Responsibilities:

• · Provide on-site and desk-side support services to end users.
• · Troubleshoot PC-related problems at the direction of CLIENT level 2 or SPOC.
• · Complete incidents and requests within SLA in a pressurized environment.
• · Build, configure and troubleshoot Install “Gold” image on customer PC and laptop applications and hardware components.
• · Ensure tickets are updated on a daily basis.
• · Support meeting room environment and video conferencing.
• · Support printers, scanners, and other peripherals.
• · Support mobile devices, such as iPads, iPhones, and Android devices.
• · End-User Data backup and restoration when required in the course of a service incident.
• · Smart hands support for data center equipment as per required SLA (in specified locations)
• · As directed by CLIENT Tech support will assist in troubleshooting the data center devices
• · Replace defective components cards in data center equipment’s as advised by CLIENT Tech Support e.g., Remove a module and replace it, reconnecting patch cables. Daily tape change in support of local Backup Routine in required sites
• · Import /Export tapes to the tape libraries as advised by CLIENT tech support.

Behavioral Skills Required:

• · The individual must have good customer-facing skills and be well presented.
• · Demonstrates independent and pro-active thinking
• · Builds effective relationships both within the team and across the business and Professional Services
• · Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices.
• · Must be able to work alone and unsupervised, taking the initiative when necessary.
• · Must be organized and prioritize work appropriately.
• · Fully vaccinated techs

Technical Skills & Experience Required:

• · Must have experience of using a call logging system.
• · Must have good working knowledge of Windows 7/10 and related Office applications.
• · Support experience of MACs would be beneficial
• · Knowledge of mobile devices, in particular Androids and iPhones
• · Working knowledge of current and legacy hardware platforms. Experience with building, configuring, replacing and troubleshooting PC and laptop hardware components.
• · Familiarity with Microsoft SCCM.
• · Ability to replace defective parts, as identified by CLIENT.
• · Excellent hands-on experience in installation and troubleshooting DC equipment’s, Rack and Stack of the DC equipment/cable
• · Excellent communications are mandatory in English and Local language

Desired Educational Requirements:

• · Completion of CompTIA certifications—e.g.A+, Network+, etc
• Completion (or near completion) of Microsoft certifications—e.g.MCP, MCITP, MCSE etc