Technician

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Under the direction of more senior staff, the incumbent will perform duties such as the following:

Service Desk Management & Operations.

Provides support for incident resolution and requests reported to the centralised service desk.

Utilises and maintains standard operating procedures, processes and support documentation. Establishes strong working relations with customers and team members.

Validates and assures escalation processes are monitored for SLA compliance.

Work on shift.

Deputise for higher grade staff.

Performs other duties as required.

Higher Secondary education or completed higher vocational training in

a related field leading to a formal technical or professional certification with 3

years related experience.

Minimum 1 year experience in Service Desk Operations within the last

three years.

Knowledge of and experience in the installation, maintenance and

troubleshooting of MS Windows 7, MS Office, Visio, MS Project and Internet

Explorer.

Experience in the installation and maintenance of mobile computing

solutions (e.g. VPN access, Notebooks, Remote Access and WLAN).

Experience in end user support in general.

Customer focus and service orientation as well as highly effective

interpersonal skills in dealing with demanding customers under high workload.

Experience in performing user administration in MS Active Directory and

Exchange.

Knowledge of Outlook configuration and administration and

troubleshooting in an MS exchange environment.

Desirable Experience and Education:

Prior experience of working in an international environment comprising

both military and civilian elements.

Knowledge of Windows Server, Windows Operating Systems, MS Office,

PC Hardware, Networking Hardware, Networking Protocols, Desktop

Troubleshooting, Telephony, Network.

Security, SCCM software deployment, SCCM remote desktop

management.

ITIL Service Operations.

Competency in call centre tracking tools.

Prior experience supporting customers in use of application software.

Proficiency in using support software tools.

Customer service orientation and/or prior customer service training.

Strong experience with automating IT tasks and processes and

procedures.

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.