IT OSS Tech 1 (Pooling)

Functional Overview:

OSS Tech 1 is responsible for providing technical assistance to all end-users and IT infrastructure support. His/her main responsibility is to ensure all IT related issues or requests are being facilitated.

Duties and Responsibilities:

• Providesfirst-line investigation and diagnosis
• Resolves and closes incidents/service requests as per help desk procedures & allocated timelines
• Escalates unresolved incidents/service requests within agreed timescales
• Logs relevant incident/service request details per help desk procedures

• Communicates withclientregarding incident progress
• Ensures tickets are always updated until issues are resolved
• Conducts hardware and software maintenance and support
• Performs IMAC (Install, Move, Add and Change)
• Local network support and/or assistscentralizedNetwork team

• Working knowledge of office automation products and computer peripherals, like biometric, CCTV, printers and scanners
• Assists Asset Management Team ininventoryof IT assets
• Performs deployment and movement of IT assets
• Performs additional task that may be assigned by the immediate supervisor

Minimum Competencies:

• Excellent customer interface skills
• Good interpersonal communication skills
• Understanding of customer satisfaction principles and practices

• Ability to write technical support documentation
• Teamplayer
• Ability to work under pressure
• Good organizational and time management skills
• Good analytical and problem-solving skills

• Maintains strong attention to detail in high-pressure situations
• Strong communications skills, both written and oral

Minimum Qualifications:

• Candidate must possess at least Bachelor's/College Degree in Computer Science/Information Technology or equivalent
• Knowledgeable in MS-WindowsEnvironment, MS-Office and Office 365 applications
• Willing to be assigned in multiple locations
• Excellent in English communication skills both verbal and written
• Willing to work on shifting schedule, Holiday, weekends and Night shift

• Experience and knowledge in Active Directory and ticketing systems is a plus