Job Summary

• The ideal candidate will have a basic background and knowledge in hardware and software IT technical support and preferably worked in a customer service interfacing role.
• Experience in the oil & gas industry will be an added advantage but not mandatory.

Key Responsibilities

• Promptly escalate service impacting incidents to third party suppliers for a quick resolution using standard processes and procedures
• Responding to customer queries based on the status of a logged ticket, intimate Customer up to date on the progress of a problem tickets/request and ensures that problem tickets/requests are updated and promptly closed out within SLA.
• Implementing all desktop related special projects (i.e. software/Application rollout etc).
• Carry out preventive maintenance and liaise with HP service centre for necessary Hardware warranty issues for Laptop, desktops, workstations, printers, monitors
• Responsible for tracing, troubleshooting and the resolution of hardware faults.
• Administration, configuration, and installation of operating system. Patches, remediation of vulnerable systems on IT landscape.
• Handling user data backup and restoration on PCs.
• Monitoring the status of a ticket or related tickets to ensure timely follow-up, also managing the queue of tickets assigned in a timely manner.
• Liaise with other IT Work streams for dependent support assistance where and when required.
• Ensuring that incidents records are being kept up to date with relevant details.

Qualifications

• Diploma or certificate in information technology or a related field
• Minimum of 2 years of technical support experience, with at least 1-year experience in customer service role focused on windows operation system, hardware maintenance, software installations and understands basic Personal Computer operations and functionality.
• Proven experience as a Technical Support Specialist or similar role, in an Oil & Gas working environment a plus.