Job Responsibilities:

• Troubleshoot IT-related issues that require physical attention, ensuring timely resolution.
• Deliver computers in a 'ready to use' state to IT users, ensuring proper setup and functionality.
• Provide ad-hoc training to IT users on common IT matters and guide them through self-service tools when necessary.
• Manage physical stock of devices and accessories, including updating CMDB records for accurate inventory management.
• Conduct regular inventory checks for relevant hardware to ensure availability and readiness.
• Coordinate logistics using local providers to ship and move devices across locations as needed.
• Handle warranty cases in coordination with relevant OEM vendors, ensuring timely resolution and minimal disruption.
• Identify and report risks that might impact OSS service quality, proactively addressing potential issues.
• Provide support to end users and IT equipment in meeting rooms and similar user collaboration areas.
• Host and support third-party technicians when necessary, ensuring smooth collaboration and resolution of issues.
• Conduct regular checks of computer rooms, including temperature, air conditioning, cabling, and general functionality.
• Follow OSS governance procedures, participate in meetings, and adhere to escalation paths as defined.
• Adhere to OSS procedures outlined in Runbook, SOPs, and knowledge articles, ensuring consistency and best practices.

Job Requirements:

• Completion of a formal qualification or apprenticeship in information technology.
• Three (3) years of professional experience in on-site IT support, with beneficial possession of a valid ITIL certification.
• Outstanding customer service orientation.
• Proven interpersonal and communication skills, with the ability to prioritize tasks effectively.
• Proactive and solution-oriented mindset, capable of working independently and self-driven.
• Deep technical knowledge and good customer service skills.