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Job Description

Requirements:

The responsibilities, tasks and duties below are only a summary of the typical functions of the job and are not intended to be a comprehensive list. Other duties may be performed over time with the development of the Division and overall company priorities.

• · Assist staff in main office, remote locations and customer sites with technical support for servers, desktop computers, applications, LAN cabling, network services and devices, and related technology.
• · Troubleshooting and 24 hours helpdesk for major projects; may require to be available out of hours for IT problems
• · Work with vendor support contacts to resolve technical problems with desktop computing equipment and software
• · Coordinate activities by scheduling work assignments, setting priorities, and directing required personnel, as instructed by IT/Telecoms Lead
• · Ensure robust IT support (help desk) is in place to support technical needs of staff based in main office, remote locations, customer sites, personnel based out of Azerbaijan
• · Ensure routine check and maintenance of office network, Assist in maintaining LAN/WAN records and, as appropriate, telephone systems. Maintain inventory of all computers and network-related equipment.
• · Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• · Respond to queries either via remote session, in person, or over the phone.
• · Document recurring support processes.
• · Train computer users.
• · Maintain daily performance of computer systems.
• · Respond to email messages for customers seeking help.
• · Walk customer through problem-solving process.
• · Install, modify, and repair computer hardware and software.
• · Clean up computers.
• · Run diagnostic programs to resolve problems.
• · Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• · Install computer peripherals for users.
• · Follow up with customers to ensure issue has been resolved.
• · Gain feedback from customers about computer usage.
• · Run reports to determine malfunctions that continue to occur
• · Testing and certification of CAT5/6 cabling
• · Provide IT training and support to staff as required
• · Lifecycle management of IT for personnel
• o IT starter process for new joiners
• o Carry out IT inductions
• o Manage IT process for leavers (e.g. email, IT equipment, etc.)
• · Report to Lead any problems encountered and discuss possible solutions or alternatives before proceeding on assigned work
• · Report to line manager on completion of assigned work
• · Ensure timely completion of timesheets on ERP system
• · Perform any other job-related duties as assigned
• · Support to telecom projects whenever required.

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