- Onsite IT Technical Support:Provide IT technical support for end-user services, including identification, diagnosis, rectification, and escalation of issues.
- Offsite Standby Support:Offer offsite standby support for emergency incidents/cases after office hours on a weekly rotational basis among the team.
- Call Management:Duty Engineers must answer all incoming calls within 10 rings. If a call is missed, return the call within 15 minutes.
- Hardware Support:Install, reinstall, troubleshoot, and reconfigure the Bank’s standard processors (Intel, AMD, MAC) based desktops, notebooks, printers, iPads, and scanners.
Handle hardware components such as hard disk drives, CD-ROM drives, DVD-ROM drives, multimedia kits, random access memory, and processors.
- Software Support:Install, reinstall, troubleshoot, and reconfigure Microsoft Windows, Microsoft Office, and MobileIron on desktop PCs and notebooks.
Support software such as Windows XP/7, MS Office, Internet Explorer, MS Outlook, and any other required applications.
- Application Support:Install customer access and in-house applications. Assist in Software Distribution services for users.
- Data Removal:Perform data removal from hard disks following the customer's disposal procedures (e.g., scrubbing, degaussing) and document the disposal list.
- Vendor Management:Manage third-party vendors for queries, escalation, problem determination, resolution, and MAC (move, add, and change) tasks.
- MAC Support:Provide support for queries, escalation, problem determination, resolution, and MAC (move, add, and change) for IT infrastructure services.
- Desktop Software Support:Provide support for desktop software, including configuring and troubleshooting Microsoft Office suite and in-house applications.
- Business Continuity Planning (BCP):Provide desktop support for BCP and BCP exercises.
- Printer Maintenance:
Perform comprehensive printer maintenance, including:1st level problem analysis and troubleshooting.
Repair and replacement of expandable mechanical parts (e.g., transfer & pickup rollers).
Coordinate with vendors (warranty) to restore printers to working condition.
Configuration and setup, including print server management.
Conduct yearly preventive maintenance.
Essential Skills and Experience:
- Proven experience in IT support roles with a strong focus on troubleshooting hardware and software issues.
- Technical proficiency in installing and configuring desktop hardware and software.
- Familiarity with Microsoft Windows operating systems and applications.
- Experience with data removal and compliance with disposal procedures.
- Strong problem-solving skills and ability to work under pressure.
- Effective communication skills for managing calls, vendor relationships, and user support.
- Ability to work on a rotational standby basis and respond to emergencies after office hours.
Qualifications:
- Relevant technical certification or diploma in IT or a related field.
- Minimum 1-2 years of experience in a technical support role.
- Experience with printer maintenance and repairs is a plus.
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