IT Support Professional Role
We are seeking an IT Support professional to join our team. As an IT Support Engineer, you will be responsible for providing technical support and assistance to our customers. This role requires excellent communication skills, both written and verbal, as well as the ability to work effectively in a team environment.
Responsibilities:
Install and configure computer hardware and peripherals, operating systems and applications.
Knowledge of internal computer components, including storage drives, motherboard, and power supply.
Understand how to safely remove HDD and replace with SSD.
Use disk cloning tools to manage partitions and format drives.
Provide onsite support to customers at specific sites or multiple sites.
Liaise with coordinators to receive upgrade schedules and manage any issues through to resolution.
Escalate issues where necessary to technical points of escalation.
Prioritise and manage service desk calls in a timely manner logged on the service desk system.
Travel to sites to support users within our geographical region.
Establish good working relationships with customers and end-users.
Liaise with third-party vendors for software/hardware installations.
Troubleshoot and refer hardware faults to third parties if required.
Troubleshoot system problems, diagnose and solve software faults.
Be aware of and contribute to the Knowledge Base.
Complete post-upgrade forms or checklists for central teams.
Deal with 'how to' and information requests, including data security and ICT policies.
Liaise with local and national ICT teams.
Engage with service providers.
Site assessments.
Undertake training appropriate to the role.
Coordinate office activities to secure efficiency and compliance to procedures and processes.
Create and update records and databases with personnel, financial and other data.
Submit timely reports and prepare presentations/proposals as assigned.
Assist and interact with colleagues and project teams as requested.