IT Support Specialist

Job Description

Problem isolation and subsequent problem determination up to second level support
Determine whether the computer-related problem is hardware, software, network connection, others
Resolve the problem if possible or escalate it to the respective technical support personnel/team by informing the Helpdesk
Service restoration, including workaround or replacement options 
Swapping of machines when necessary while waiting for the service vendor’s arrival. The Client will provide standard spares for the on-site engineer to perform the swap
Troubleshoot and recover corrupted End User’s desktop software to the agreed standard desktop software level after all system hardware is repaired. This Service is subject to conditions that the Client has the installation procedures and a full set of software to be installed
Provide basic set-up and connectivity only of Client’s telephony system and escalate to relevant party where appropriate. Telephony-related problems are defined and limited to making sure that the phone cables are properly connected to the voice ports of the desk panels
Configuration issues which need to be addressed within the client environment
Activities not included are non-standard software consulting services and rollout activities, until which these software applications are approved to be in-scope through variation/change orders
Asset management that includes, order fulfilment (e.g. order processing, receiving, closing), inventory, releasing, and disposal. This covers desktops, computers, and computer-peripherals
Attending to the day-to-day operations through a ticketing system, attending to walk-in users, and related-duties-ad hoc tasks. Responding to user’s IT-related inquiry through the common mailbox and phone calls 
Troubleshooting meeting room’s equipment such as the projector, audio and video system 
IT On-boarding and off-boarding Client’s employees, e.g. providing IT requirements for new and existing employees and collecting/inventory of leaver’s IT assets
Configure the network print device to attach to the designated print server that accepts print request from other computers over the network
Perform print device hardware problem isolation
Escalate to third party vendor for hardware and repair
Re-install printer after external repair from third party vendor
Set-up and configuration of Mobile device within the Management
The number and type of supported devices shall be reviewed monthly between the client and Tele-centre to ascertain the overall workload and ensure service quality could be maintained

Job Requirements

Minimum NITEC certified (or equivalent)
Preferably have one (1) year of relevant working experience

Work Location