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Job Purpose
the Senior IT Technical Support professional typically includes a range of responsibilities related to providing technical assistance and support to end-users within an organization.
Key Accountability
- Respond to user inquiries via phone, email, or in-person and provide timely and effective technical support.
- Troubleshoot hardware, software, and network issues to identify and resolve problems.
- Diagnose and resolve technical issues related to hardware, software, applications, and network systems.
- Walk users through problem-solving processes and provide step-by-step solutions.
- Install, configure, and maintain hardware and software components, including operating systems and applications.
- Set up and configure computer systems, peripherals, and network equipment.
- Utilize remote access tools to assist users in resolving issues without being physically present.
- Ensure secure and efficient remote support processes.
Management Accountability
Training of sub-ordinates and forming a team to get the work effectively.
Provide leadership, coaching, and direction to subordinates in all aspects of their work.
Delegate sub-ordinates in each respective assignment.
Ensures fair distribution of tasks to maintain morale, motivation of subordinates.
Perform the planned activities to meet the operational and development targets as per delivery schedules.
Utilize resources effectively to achieve objectives within efficient cost and time.
Provide a periodic report formatted by detailing the deviation and execution of planned tasks.
Resolve any related problems arise and escalate any complex operational issues.
Ensure quality requirements to develop effective quality control and processes including specifications for products or processes or related activities.
Coordinate well-defined written systems, policies, procedures, and seeking automations opportunities as much as possible.
Comply to related policy and procedures and work instructions.
Ensure compliance of relevant safety, quality, and environmental management procedures and controls within defined area of work activity to guarantee safety, legislative compliance, and delivery of high-quality products/services.
Academic Qualification
Bachelor Degree in Computer Science
Work Experience
5 to 10 Years
Technical / Functional Competencies
Adaptability
Analytical thinking
Communication
Creativity
Critical thinking
Initiative
MS Office
Resource Management
Risk Assessment
Teamwork
Time Management
Well Organized
Work under pressur
