Telecom
Responsibilities & Outcomes:
• Provide technical assistance and support for ICT systems, software, and hardware.
• Develop training manuals and other technical documentation
• Respond to queries over the phone, chat or web tickets
• Log tickets for incidents and service requests on behalf of IT users
• Train users.
• Maintain optimal performance of computer systems.
• Install, modify and repair computer hardware, software and accessories
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), Telephony and other systems.
• Follow up with users on status, feedback and to ensure issues have been resolved.
• Support users seeking technical assistance in person, over the phone, on chat or email.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs and contribute to knowledge base articles.
• Pass on any feedback or suggestions by users to the appropriate internal team.
• Identify and suggest possible improvements for procedures and ways of working.
• If necessary, log tickets for incidents and service requests on behalf of IT users
• Proactively identify issues and resolve before they become an incident
• Follow up with users on status, feedback and to ensure issues have been resolved
• Attend user experience information sessions and ensure best practice is roll-out locally
• Support meeting room solutions including audio visuals and wall panels
Intermediate level, which considers technical skills for IT Support Activities described plus English proficiency
