Job Description

- Provides administration and maintenance of IT hardware and software in production in

conjunction with onsite & remote Delivery Teams.

- Resolve, Record and Update incident resolution/workflow details.

- Maintains documentation for site/client technical infrastructure.

- Provides support for all applications and technologies that are site specific.

- Executes deployment of IT solutions in their site according to specifications and procedures

from Service delivery (SD) organization.

- Collaborate with SD Coordinator in the troubleshooting & management of site IT

infrastructure, such as desktops, laptops, TS, printers, Mobile Phones, Blackberry, software &

other devices as requested.

- Monitor and assist, when necessary, to ensure effective co-ordination of first line and Service

Delivery help desk services to users.

- Follow ITIL process for escalation & resolution incidents, problems.

- Ensures that Incidents are resolved on the site while respecting the Service Levels for incidents.

- Mobile Phone assistance on the enrolment of the terminal according to a defined process.

- Ensures that Service Requests are completed within SLA.

- Onsite patching according to SD, Datacenter or SDM request.

- Provides support to Infrastructure & Service Request teams in the resolution of Incidents &

Service Requests for the site.

- Reset power cycling of server, router etc.

- Patching network connection.

- Network Printer settings assistance.

- Non-exhaustive list of tasks and duties that can be asked on SD / SDM demand according to

best practice relationship.

Advantageous Skills for support at sites would be:

At least 3 years of experience in the field or in a related area required - Strong Microsoft Office

skills (Outlook, Word, Excel, PowerPoint etc.)

- Strong Microsoft Operating System installation and troubleshooting skills.

- Strong Break/Fix skills Desktops/Workstations, Notebooks and Printers and Handheld. Broad

experience of IT with good understanding of Networks, Servers, and Telecoms Strong Client

service skills.

- Ability to provide consistent, excellent Client support to entire staff, representing a variety of

personalities and management levels Strong written and verbal communication skills.

Requirements

Required Tools
Laptop (Windows/macOS) with terminal tools (e.g., PuTTY/teams/Anydesk) and with full administrator right.
Console cable (e.g., RJ45-to-USB/Serial as applicable) and required adapters
Spare Patch Cord/Cable (5m) x 2
Basic screwdriver kit (Phillips/flathead/torx as applicable)
Basic cable testing tools for damage identification (e.g., cable tester; other basic testers)
Crimping tool and cutter
RJ45 terminator (surplus)
Labelling Machine

IT Desktop and Network Support (Dispatch) KEN