Qureos Mentor

SenseTime MEA

<div>
 
 1. End-User Technical Support (Tier 1):
 
 <ul>
 <li>
 Act as the first point of contact for all internal user support requests via phone, email, chat, and in-person.
 </li>
 <li>
 Provide timely, courteous, and effective technical assistance to resolve issues.
 </li>
 <li>
 Log, track, and manage all incidents and service requests using the IT Service Management (ITSM) ticketing system, ensuring accurate documentation from initial report to resolution.
 </li>
 <li>
 Perform initial assessment, triage, and resolution of tickets, escalating complex issues to Tier 2 or other IT teams as necessary while maintaining ownership of the user communication.
 </li>
 </ul>
 
 2. Windows Operating System &amp; Software Support:
 
 <ul>
 <li>
 Troubleshoot and resolve common Windows 10 and Windows 11 issues, including login problems, application crashes, performance slowdowns, and permission errors.
 </li>
 <li>
 Configure user profiles, desktop settings, and mapped network drives.
 </li>
 <li>
 Install, configure, and troubleshoot standard corporate applications (e.g., Microsoft 365 Suite, Adobe Reader, browsers, antivirus).
 </li>
 <li>
 Assist users with password resets, account lockouts, and multi-factor authentication (MFA) setup.
 </li>
 </ul>
 
 3. Laptop Hardware Troubleshooting &amp; Maintenance:
 
 <ul>
 <li>
 Diagnose and perform hardware repairs on corporate laptops, including screen replacement, keyboard repair, battery replacement, and RAM/SSD upgrades.
 </li>
 <li>
 Identify and troubleshoot hardware failures, coordinating with vendors for warranty repairs when needed.
 </li>
 </ul>
 
 4. Basic Network &amp; Connectivity Troubleshooting:
 
 <ul>
 <li>
 Assist users with connectivity issues for both wired (Ethernet) and wireless (Wi-Fi) networks.
 </li>
 <li>
 Troubleshoot basic TCP/IP issues, including verifying network adapter settings, renewing DHCP leases (ipconfig /release, ipconfig /renew), and testing connectivity (ping, tracert).
 </li>
 <li>
 Configure and troubleshoot network printers.
 </li>
 </ul>
 
 
 
 
 5. Laptop Provisioning &amp; De-provisioning:
 
 <ul>
 <li>
 Execute the standard procedure for reformatting and re-imaging laptops using standardized tools
 </li>
 <li>
 Configure new and refurbished laptops for new joiners, including:
 </li>
 <li>
 Installing the corporate Windows image.
 </li>
 <li>
 Installing and configuring all required standard software.
 </li>
 <li>
 Joining the device to the corporate domain.
 </li>
 <li>
 Physically preparing the equipment (cleaning, labeling, packaging).
 </li>
 <li>
 Perform data migration from old devices to new devices for existing employees.
 </li>
 <li>
 Securely wipe and decommission hardware for departing employees, following data sanitization policies.
 </li>
 </ul>
 
 
 
 
 Required Skills &amp; Qualifications
 
 <ul>
 <li>
 Operating Systems: Strong, hands-on experience troubleshooting and supporting Windows 10 and Windows 11 in a corporate environment.
 </li>
 <li>
 Hardware: Proven ability to diagnose, repair, and replace laptop hardware components (e.g., hard drives, memory, keyboards, batteries).
 </li>
 <li>
 Imaging &amp; Deployment: Direct experience with re-imaging, reformatting, and setting up laptops for end-users.
 </li>
 <li>
 Networking: Foundational knowledge of TCP/IP networking. Must be able to troubleshoot basic wired and wireless connectivity issues.
 </li>
 </ul>
 
 
 
 
 Core Competencies:
 
 <ul>
 <li>
 Exceptional customer service and communication skills, with the ability to explain technical concepts to non-technical users.
 </li>
 <li>
 Strong problem-solving and analytical abilities with a logical, process-driven approach.
 </li>
 <li>
 Excellent time management skills and the ability to prioritize a high-volume ticket queue.
 </li>
 </ul>
 
 
</div>

Information Technology Support Specialist

Join SenseTime MEA and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

SenseTime MEA

ABOUT_COMPANY

Information Technology Support Specialist