job description - IT Support Specialist
Provide IT Support:
- Receive requests to assist users with IT hardware and software problems and set ups
- Prioritise the nature of the problem and schedule corrective action
- Investigate the problem, identify, and implement the solution as quickly as possible taking into consideration the urgency of the problem
- Install new software systems
- Provide infrastructure support as necessary
- Provide support to team as required
- Keep updated with new technology developments and trends
- Update calls on service desk application to meet SLA times
- Escalate faults to next tier support
- IT asset tracking and documentation
- Test patches and security updates (e.g. in partnerships with Central)
- Provide basic network support
- Assist with project tasks and roll outs
- Train users on new technologies rolled out
- Perform tasks as per security incident response plan
- Perform after hours standby support
Monitor Printers:
- Monitor printers and toner levels daily
- Ensure printers are online and resolve issues within SLA
- Escalate and handover faults IT Support Technicians
- Follow-up on calls logged with service providers
- Prioritise the nature of the problem and schedule corrective action
- Ensure availability of printers to meet SLA
Daily Checks:
- Inspect server rooms regularly and report any issues
- Inspect meeting rooms, test all equipment, and resolve issues or report to team
- Complete daily checks on systems i.e., internet links etc.
- Resolve or escalate and report on issues
Helpdesk Administration Support:
- Receive requests to assist users with IT hardware software issues and requests
- Provide excellent service to IT users through phone or email
- Report back to customers on job progress and completion
- Assigning calls to the first, second and third level support teams
- Monitor and escalate calls as per SLA times
- Provide basic helpdesk reports
- Categorize calls correctly
- Track and route problems and requests and update resolutions
- Any other duties required to ensure an effective and efficient helpdesk service is delivered in accordance with ITIL
Qualifications and Experience
- Microsoft Certifications, Degree in IT or related field
- Good command of the English language
- 3 to 5 years’ work experience
Skills:
- Excellent diagnostic and problem-solving skills
- Excellent communication ability
- Passionate about technology
- Ability to adapt in a growing environment
- Excellent Communication Skills
- Sharp Problem-Solving Skills
- The Ability to Work Within a Team
- Creative Thinking
- Analytical Thinking
- Good knowledge of all Bosch Products
- Driver’s license is Mandatory
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Bosch is determined by innovation capability and an edge in know-how. Accept with us the challenge of new tasks by your willingness to permanently learn something new.