EUC L2

BAND 2 JOB DESCRIPTION

• The Band 2 – Network Technician will provide day to day local desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system.
• The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Centre.
• Desktop Support Engineer provides Break Fix, fault diagnosis and resolution.
• Providing fault analysis to customers’ various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite.
• The ideal candidate should have 2-3 years’ experience in Windows Desktop support.

Position Responsibilities and Functions

• Provide first/second level contact and problem resolution for customer issues.
• Work with Third Party Vendors to remediate complex AV issues as needed.
• Provide timely communication on issue status and resolution.
• Maintain ticket updates for all reported incidents.
• Installation, upgrade, support and troubleshooting XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, another authorized desktop application.
• Should have basic knowledge of Mac operating systems, to support Apple pc users.
• Install, upgrade, support and troubleshoot for printers and computer hardware.
• Performs general preventative maintenance tasks on computers, laptops, printers.
• Performs remedial repairs on Desktops, laptops, printers, and any other authorized peripheral equipment.
• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.
• Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms.
• This position requires the ability to work in a project-based environment requiring flexibility and teamwork.
• Performs other duties as assigned.

Candidate Required Minimum Qualifications and Skills

• Bachelor’s degree or equivalent in Computer Science or related field.
• CompTIA A+, Microsoft Certified Professional (MCP) or better.
• Minimum of 18 months of IT experience.
• Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Help desk ticketing systems.
• Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.
• Proven analytical, troubleshooting, and problem-solving skills.
• Proven ability to multi-task, effectively determine priorities and meet SLA’s.
• Excellent communication relationship-building and internal customer service skills.
• Adaptable and flexible in a fast-changing industry and work environment.
• Willing to work off-hours and weekends when required for projects or emergency support.
• In addition, the Band 2 Technician will mentor and assist Band 1 technicians in their work and provide support to Band 3 Engineers in resolving tickets.

Skills & VISA Requirements:

• Candidate must be legally authorized to work, without any need of Visa Sponsorship.
• Exceptional technical and troubleshooting skills
• Excellent written and verbal communications skills.
• Comfortable operating in a fast-paced environment with minimal supervision.