IT Support Specialist

2 days ago

GulshaneIqbal Town, Pakistan beBeeTechnical Full time 4,500,000 - 6,000,000
Job Description

We are currently looking for a skilled IT professional to join our team as an Associate Engineer.

About the Role:

  • The ideal candidate will be responsible for providing technical assistance and support to our colleagues, diagnosing and troubleshooting software and hardware related incidents.

Responsibilities include:

  • Providing first-to-third level support for all IT systems and services, including the customer call center.
  • Logging and tracking incidents via an IT service management tool, following the incident management process.
  • Working on escalated incidents from the IT service desk, ensuring regular updates and quality troubleshooting steps.
  • Ensuring that incidents are resolved within set service level agreements (SLAs).
  • Supporting remote operations by working on IT service requests and incidents to drive down the support queue.
  • Providing assistance through a central IT support channel and logging incidents on behalf of end-users.
  • Communicating priority 1/critical issues to IT leadership and key stakeholders for visibility and awareness.
  • Performing daily checks on IT infrastructure and systems to ensure uptime for network performance, WiFi, Zoom rooms, business applications, and data centers.
  • Assisting the call center with technical support, including configuring and delivering required hardware 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 with 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 process for new employees.
  • Collaborating with the People Team for offboarding processes, disabling account access, collecting hardware devices, revoking application licenses, uninstalling software, and updating asset management tools.
  • Coordinating with the procurement 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.
  • Problem management to identify recurring issues and highlight them for resolution.
  • Change management to assess and minimize the impact of changes on production services, ensuring communication to users about any disruptions to services.
  • Collaborating with the Information Security team to ensure IT security policies and best practices are up-to-date and enforced, following security guidelines to protect the organization's infrastructure and assets.
  • Enforcing IT policies and procedures and acting as a custodian of IT to educate users on best practices, protect data, software, and hardware, and maintain local IT infrastructure.
  • Ensuring continuous improvement and being responsible for infrastructure projects, timely rollout of new applications, new hardware, and security releases as instructed by management.
  • Staying up-to-date with the latest technology changes and industry practices.
  • Contributing to planning in-house or off-site activities like company/team events, meetups, and conferences.
  • Participating in special projects and performing other duties as assigned.

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