Job Description:
We are seeking a highly skilled IT Support Specialist to join our team. The successful candidate will be responsible for providing technical support and maintenance services for our ICT infrastructure.
Responsibilities:
1. Install and configure computer hardware and peripherals, operating systems and applications
2. Knowledge of the internal components of a desktop computer, including storage drives, motherboard, and power supply
3. Disconnect and safely remove HDD and replace with SSD
4. Use disk cloning tools
5. Manage partitions, format the drive, etc
6. Liaise with Coordinators to receive upgrade schedule, arrive on-site to perform upgrades, manage any issues through to resolution & ensure a good customer service experience
7. Escalate issues (Application, Hardware) where necessary to the technical point of escalation
8. Prioritise, manage and respond to Service Desk calls in a timely manner logged on the service desk system; including travel to sites to support users within our geographical region
9. Establish and build on good working relationship with customers & end-users
10. Liaise with third party vendors for software \\(hardware installations
11. Troubleshoot and if required, referral of hardware faults to third parties
12. Troubleshoot system problems, diagnose and solve software faults
13. Aware of and contribute to the Knowledge Base
14. Complete post upgrade forms or checklists for central team
15. Deal with 'how to' and information requests including data security and ICT policies
16. Liaison with local and national ICT teams
17. Engagement with service providers
18. Site assessments
19. Undertake necessary training appropriate to the role
20. Coordinate office activities to secure efficiency and compliance to procedures and processes
21. Create and update records and databases with personnel, financial and other data
22. Submit timely reports and prepare presentations/proposals as assigned
23. Assist and interact with colleagues & project teams as requested