استخدام ict support specialist

توضیحات آگهی

About the Role
As an ICT Support Specialist you will help colleagues work effectively by keeping their devices workplace technology and access to IT services reliable and easy to use
This role combines responsive user support with proactive service improvement You will investigate issues manage device setup and lifecycle activities document useful solutions and identify opportunities to prevent recurring problems through process improvement automation and self service You will work closely with ICT Support Digital Workplace Engineering Corporate Network and other technology teams
This position requires providing on site support at all TAPSI offices You should be able to travel between office locations as needed to support colleagues and workplace technology
You will also participate in the team s scheduled on call rotation and provide support outside regular working hours when required
Responsibilities
Provide timely clear and user focused support through the service desk direct communication and approved support channels
Diagnose and resolve issues involving laptops desktops operating systems user applications peripherals printers meeting room equipment and workplace services
Prepare configure deliver recover and replace end user devices throughout their lifecycle
Support user onboarding offboarding device changes and access requests in line with company processes and security requirements
Troubleshoot common connectivity and access issues involving Wi Fi VPN IP addressing DNS DHCP and authentication
Provide on site ICT support at all TAPSI offices traveling between locations as required
Maintain accurate service records asset information troubleshooting notes and resolution details in the service desk and asset management systems
Follow incidents through to resolution keep users informed and coordinate escalations with the appropriate technical teams
Identify recurring incidents investigate their underlying causes and recommend durable improvements
Create and maintain practical knowledge articles user guides and standard operating procedures
Contribute to automation and self service initiatives that reduce repetitive requests and improve the support experience
Collaborate with Digital Workplace Engineering Corporate Network VoIP and other ICT teams on cross functional issues and service improvements
Participate in the team s scheduled on call rotation and support critical incidents when required
Follow information security privacy and equipment handling policies when working with user accounts devices and company information
Requirements
Proven experience in ICT support service desk or end user computing in a high tech business environment
Strong hands on troubleshooting skills across Windows operating systems laptops desktops and common productivity applications
Familiarity with macOS and Linux troubleshooting
Working knowledge of Active Directory and user and device administration
Practical understanding of networking fundamentals including TCP IP DNS DHCP Wi Fi VPN and basic connectivity troubleshooting
Experience using a ticketing or IT service management system and working with incident priorities and escalation processes
Ability to investigate issues methodically explain technical information clearly and follow through until users have a working solution
Strong written communication and documentation skills
A service oriented accountable and collaborative approach to supporting colleagues
Ability to manage competing requests and work effectively in a fast paced environment
Ability and willingness to work on site across all TAPSI offices and travel between locations as required
Willingness to participate in a scheduled on call rotation
Preferred Qualifications
Experience with ManageEngine ServiceDesk Plus or a similar IT service management platform
Hands on experience diagnosing and repairing laptop hardware including replacing components such as memory storage drives keyboards batteries etc
Experience supporting Microsoft 365 or other enterprise collaboration tools messaging platforms and video conferencing services
Familiarity with endpoint management software deployment device compliance or remote support tools
Experience with IT asset management inventory control and device lifecycle processes
Basic scripting or automation experience with PowerShell Bash or Python
Experience developing knowledge base content user guides or self service workflows
Familiarity with ITIL concepts incident management problem management or service level targets
Experience supporting users across multiple offices or business units
Performance Metrics
Success in this role will be measured through
Timely response and resolution of support requests with appropriate communication to users
Improvement in user satisfaction and the quality of the support experience
Reduction in recurring incidents and avoidable escalations through root cause analysis and preventive actions
Accuracy and completeness of ticket asset and device lifecycle records
Growth in useful documentation knowledge base coverage and self service adoption
Reduction in repetitive manual work through process improvements and automation
Reliable support for onboarding device readiness and workplace technology across all TAPSI offices
شرکت تپسی TAPSI
دسته بندی IT DevOps Server
نحوه همکاری تمام وقت
نوع همکاری حضوری
مدرک تحصیلی کارشناسی
سابقه کار سه تا شش سال
حقوق توافقی
جنسیت مهم نیست
مهارت ها ICT DNS Service Desk
شهر تهران تهران