Job Description

Reporting to the Manager, RO IT, you will be responsible to provide support in desktop IT issues, including server, communication, PC and other peripherals for users.

Responsibilities:

\xc2\xb7 Provide level 1 business application support thru incident management and supported ticket resolution SLA

\xc2\xb7 Daily end client IT issues support, To maintain hardware and resolve problems either through personal action, escalation to the next level or by organizing resolution through a third party

\xc2\xb7 To plan contingency and support robustness from users IT support perspective

\xc2\xb7 Ensure all VPN/Zapp, internet, mobile, emails are in good working condition at all times and also prior to users /SVP travel schedules

\xc2\xb7 Be on standby to provide AOH Tier 2

\xc2\xb7 To deploy and commission new notebook, IT peripherals, including the installation of operating systems and other software

\xc2\xb7 To provide the user with basic training to utilize the PC or operations equipment and avoid future problems

\xc2\xb7 To respond to requests for equipment set up for meetings and presentations

\xc2\xb7 To provide PC and peripheral set up support to country projects with an IS element

\xc2\xb7 Manage meeting room AV/VC equipments

\xc2\xb7 To plan contingency and support robustness from users & VVIP IT support perspective

\xc2\xb7 To evaluate new Technology innovation, conduct POC tests & recommend best fit according to business requirement and DHL environment

\xc2\xb7 To ensure the functionality and accessibility of all peripherals (mobile, BB, etc\xe2\x80\xa6) and handle any Mobile related issues with Mobile Provider

\xc2\xb7 Provide break fix end client related issues or interim solution if problem cannot be fixed immediately.

\xc2\xb7 Provide level 2 support for technical escalation

\xc2\xb7 Assist service support analyst in hardware and software inventory records management

\xc2\xb7 To respond to requests for equipment set up for Townhall/Kickoff presentations

\xc2\xb7 Maintain proper documentation on Software and Hardware Inventory

\xc2\xb7 Problem escalation

\xc2\xb7 To Manage onsite computer room facilities, liaise with Vendor for Schedule maintenance, onsite Server Admin and liaise maintenance with Vendor. Primary contact for onsite Network and connectivity escalation

\xc2\xb7 To Manage onsite IT Infrastructure, liaise with Vendor for Schedule maintenance . primary contact for onsite escalation

Requirements:

\xc2\xb7 Degree in computer science, information technology, electrical engineering, or a related discipline is preferred

\xc2\xb7 At least 3-5 years IT and business experience

\xc2\xb7 Excellent communication and interpersonal skills (English) - spoken and written

\xc2\xb7 Strong PC, Notebook hardware support skills both on-site and remote.

\xc2\xb7 Strong problem-solving and analytical skills

\xc2\xb7 Knowledge of common business applications, email systems, and antivirus software is required

\xc2\xb7 Strong Project management skills

\xc2\xb7 Willingness to pick up new technologies

\xc2\xb7 Technical knowledge:

- Familiar with latest Windows Operating Systems, Office Software Tools & associated tools

- Experience with systems administration, configuration, and troubleshooting.

- Knowledge of networking principles and protocols.

- Good IT end client and system security

- Knowledge of security principles and best practices.

- Understanding of ITIL (Information Technology Infrastructure Library) processes and methodologies.

- Familiarity with monitoring and performance optimization tools.

DHL