Current Job Title: Desktop support - SG2 Reporting To: Team leader
Department: Desktop support Location: pardis
Roles and Responsibilities:
1- Immediately logs General incident information.
2- Determines incident severity and establishes priorities.
3- Enters all required incident logging/tracking information into the system as defined by prescribed procedures.
4- Determines the probable cause and determines if escalation procedures are necessary.
5- Resolves incident or reports to the appropriate support personnel according to established procedures.
6- Provides detailed status information and estimated time to resolution to customer as needed.
7- Listens attentively to team leader. Poses appropriate questions to facilitate incident or project determination.
8- Applies analytical or research techniques to isolate or clarify problems.
9- Responds to customer follow-up inquiries in a timely manner and keeps team leader updated on the resolution progress or implementation project.
10- Verifies incident resolution with customer to ensure customer satisfaction according to established guidelines.
11- Immediately enters all required incident logging/tracking information into the system as defined by prescribed procedures.
12- Utilizes incident tracking system report capabilities to provide scheduled and ad hoc reports to management or supervisors in a timely manner.
13- Develops reports in the requested format to team leader.
14- Create proposal for projects and present it to team leader and Desktop support manager.
15- Attends internal and external educational programs and professional meetings as requested.
16- Participates in regular technical meetings of available.
17- Demonstrates eagerness to learn and assume responsibility; seeks out and accepts increased responsibility; displays a "can do" approach to work.
18- Works within the system in a resourceful manner to accomplish reasonable work goals; shows flexibility in response to process change and adapts to and accommodates new methods and procedures.
19- Accepts direction and feedback from supervisor ,team leader and follows through appropriately.
20- Works when scheduled; begins and ends work as expected; calls in according to policy when arriving late for work or when absent; observes provisions of Fair Labor Standards Act; observes policies on break and lunch periods; uses work time appropriately.
21- Assignment of problems to specilist teams (microsoft system admin ...), incident managment and problem mangment.
22- Perform network infrastructure troubleshooting.
23- Perform service troubleshooting.
Qualification and Experience:
1- Bachelor of Science of computer engineering.
2- MCSE
3- CCNA, CCNP
4- Knowledge of a range of computer networking (LAN, WAN) systems and operating systems (Vista, Windows7)
5- Knowledge of computer and/or network security systems, applications, procedures, and techniques
6- Skill in organizing resources and establishing priorities
7- Ability to communicate technical information to a non-technical personnel
8- Knowledge of Microsoft Office Suite
9- 2 years’ hands on experience in network.
Competencies:
1- Ability to work well with other members of the IT team.
2- Strong problem solving capabilities
3- Strong customer communication and relationship skills
4- Strong in documentation
5- Ability to troubleshoot in the network
6- Technically excellent in the following areas:
1- Microsoft server operating systems (2003,2008)
2- Microsoft desktop operating systems and applications.
3- Backup technologies
4- Virtual technologies
5- Networking skills
Supervision:
Ability work on internal network and manage and troubleshooting on them.
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