ICT On-Site Support And Build Area Staff

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

A SNAPSHOT OF YOUR ROLE

Troubleshoots minor equipment malfunction and corrects them as directed by knowledge-based tool, IT Service Desk and/or Shift Supervisor.

• Monitor user and system adherence to security standards.
• Evaluates and tests equipment, network/software, and system tool products and submit recommendations to the shift supervisor.
• Operates and monitors divisional operating systems, platforms, network, servers and software and escalates and/or resolves exceptions in accordance with established procedure.
• Assist staff with installation, configuration and ongoing usability of desktops, laptops, peripheral equipment and software complying with given standards and guidelines.
• Escalates issues to higher level of support when needed.
• Document, track and monitor problems to ensure timely resolution.
• Sets and loads computer equipment with required items and prepares equipment for operations.
• Gathers and analyzes information about the user’s issue and determines the best way to resolve their problem.
• Ensures hardware accessories are functional and usable. Troubleshooting hardware issues is the primary scope of support.
• Provides physical support to all system users.
• Acts as second layer of support to prepare machines for WFH users, configures VPN for out of office environment and arranges logistics of technology items for delivery for home use.