IT Desktop and Network Support (Dispatch) RB

Job Description

• Provides administration and maintenance of IT hardware and software in production in conjunction with onsite & remote Delivery Teams.
• Resolve, Record and Update incident resolution/workflow details.
• Maintains documentation for site/client technical infrastructure.
• Provides support for all applications and technologies that are site specific.
• Executes deployment of IT solutions in their site according to specifications and procedures from Service delivery (SD) organization.
• Collaborate with SD Coordinator in the troubleshooting & management of site IT infrastructure, such as desktops, laptops, TS, printers, Mobile Phones, Blackberry, software & other devices as requested.
• Monitor and assist, when necessary, to ensure effective co-ordination of first line and Service Delivery help desk services to users.
• Follow ITIL process for escalation & resolution incidents, problems.
• Ensures that Incidents are resolved on the site while respecting the Service Levels for incidents.
• Mobile Phone assistance on the enrolment of the terminal according to a defined process.
• Ensures that Service Requests are completed within SLA.
• Onsite patching according to SD, Datacenter or SDM request.
• Provides support to Infrastructure & Service Request teams in the resolution of Incidents & Service Requests for the site.
• Reset power cycling of server, router etc.
• Patching network connection.
• Network Printer settings assistance.
• Non-exhaustive list of tasks and duties that can be asked on SD / SDM demand according to best practice relationship. Advantageous Skills for support at sites would be: At least 3 years of experience in the field or in a related area required
• Strong Microsoft Office skills (Outlook, Word, Excel, PowerPoint etc.)
• Strong Microsoft Operating System installation and troubleshooting skills.
• Strong Break/Fix skills Desktops/Workstations, Notebooks and Printers and Handheld. Broad experience of IT with good understanding of Networks, Servers, and Telecoms Strong Client service skills.
• Ability to provide consistent, excellent Client support to entire staff, representing a variety of personalities and management levels Strong written and verbal communication skills.

Requirements

Required Tools Laptop (Windows/macOS) with terminal tools (e.g., PuTTY/teams/Anydesk) and with full administrator right. Console cable (e.g., RJ45-to-USB/Serial as applicable) and required adapters Spare Patch Cord/Cable (5m) x 2 Basic screwdriver kit (Phillips/flathead/torx as applicable) Basic cable testing tools for damage identification (e.

g., cable tester; other basic testers) Crimping tool and cutter RJ45 terminator (surplus) Labelling Machine