Job Role:-
(a) Image build management;
(b) Administration and configuration;
(c) End-user account management;
(d) End-user device hardening and lockdown;
(e) Trouble-shooting and problem resolution; and
(f) End-user briefings & awareness service.
Shall minimally support the following types of DESKTOP:
(a) Desktops;
(b) Notebooks;
(c) Mobile Devices (e.g. iPad, iPhone or equivalent);
(d) Video Conferencing Devices;
(e) IP Telephones;
(f) Printers, including multi-function devices (i.e. printers, scanners and fax devices); and
(g) Other peripherals (e.g. external hard drives, mouse, smart-card readers, monitors, docking stations).
Shall minimally support the following operating systems:
Windows 7 and later versions of Windows;
Apple iOS 9.x or later versions; and
Android OS 5.x or later versions.
Minimum Requirement:
L1 Support Requirement
(a) Minimum one (1) year of DESKTOP Support, ICT End User Computing or Service Desk Agent experience;
(b) Ability to perform the daily DESKTOP Support operations with minimum supervision;
(c) Possess technical skills in supporting existing and new computing devices such as desktops,notebooks and mobile devices;
(d) Possess knowledge in IT networking and LAN to troubleshoot computer problems; and
(e) Possess at least one (1) of the following certifications:
Microsoft Certified Solution Associate (MCSA) Win7/Win8 or equivalent;
(ii) Microsoft Certified Technology Specialist (MCTS) in any discipline or equivalent; or
(iii) CompTIA A+ 220-801/ 220-802, CompTIA PDI+ or equivalent.
L2 Support Requirement
(a) Minimum three (3) years of DESKTOP Support, ICT End User Computing or Service Desk Agent
experience with networking and system administration background;
(b) Ability to resolve incident escalated by Level 1 DESKTOP Support Engineers in confirming the
validity of the problem and seeking and researching for known solutions related to these more complex issues; and
(c) Possess at least one (1) of the following certification:
Microsoft Certified Technology Specialist (MCTS) in Windows Client or equivalent;
(ii) Microsoft Certified Solution Expert (MCSE) in one or more of the following: Desktop Infrastructure, Server Infrastructure, Communication or equivalent; or
(iii) CompTIA A+ 220-801/ 220-802, CompTIA PDI+ or equivalent.
