IT Technical Specialist

1 week ago

Bahawalpur City Tehsil, Pakistan beBeeProfessional Full time 1,000,000 - 1,200,000
About the Role

As an IT professional, you will be responsible for providing technical support to our team in various locations. You will diagnose and troubleshoot software and hardware related incidents, help your colleagues with their day-to-day technical needs, and work closely with guidelines.

Key Responsibilities:

  • Providing 1st to 3rd level support to all technical systems and services provided and used by us, including customer support
  • Logging and tracking all incidents via a tool (like Jira) and following the incident management process
  • Working on escalated incidents from the service desk and ensuring that incidents are updated regularly with meaningful updates, quality troubleshooting steps performed, and ensuring that incidents are resolved within set Service Level Agreements (SLAs)
  • Providing remote support via a central channel and ensuring that incidents are logged on behalf of the end users
  • Ensuring that priority 1/critical issues are communicated to the leadership team and key stakeholders for visibility and awareness
  • Performing daily checks on technical infrastructure and systems to ensure uptime for network performance, WiFi, conference rooms, business applications, datacenter, etc.
  • Supporting the Call Center by providing related technical support, including configuring and delivering required devices
  • Troubleshooting system and network problems, diagnosing and solving hardware or software faults, replacing damaged parts, ordering new parts when necessary, and managing maintenance cycles with vendors
  • Installing new hardware, software, and printers
  • Implementing and assisting on the rollout of new applications and operating systems
  • Preparing new laptops, installing and configuring computer hardware, operating systems, and applications as part of the onboarding processes
  • Working with the HR Team for leavers processes, disabling account access, collecting devices, revoking application licenses, uninstalling software, and updating the Asset Management tool
  • Coordinating with the supplier/team for asset management/tagging and tracking
  • Providing assistance to colleagues with technology-related issues
  • Meeting room support for tele/video conference solutions to minimize disruption to productivity during meetings
  • Proactive monitoring to ensure that all meeting rooms are online and working properly
  • Problem Management to ensure that incidents are reviewed for recurring issues and problems are highlighted, provide workarounds, perform Root Cause Analysis (RCA), and document Known Errors
  • Change Management to assess/minimize the impact to production services, ensuring there is communication to users about any disruption to services
  • Working closely with the Information Security team to ensure security policies and best practices are up to date and enforced, following security guidelines in place to protect Infrastructure and Assets
  • Enforcing policies and procedures and acting as a custodian of IT to educate users on best practices, protect data, software, and hardware to local IT infrastructure
  • Ensuring continuous improvement and being responsible for infrastructure projects, timely rollout of new applications, new hardware, and security releases as instructed
  • Keeping up to date with the latest technology changes and industry practices
  • Helping in planning in-house or off-site activities, like company and team events, meetups, and conferences
  • Participating in special projects and performing other duties as assigned

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