INT-D59B641 | OSS TECH I

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.

Minimum Qualifications

• Candidate must possess at least Bachelor's/College Degree in Computer Science/Information Technology or equivalent  
• Knowledgeable in MS-Windows Environment, 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 Nightshift 
• Experience and knowledge in Active Directory and ticketing systems is a plus

Minimum competencies

• Excellent customer interface skills 
• Good interpersonal communication skills 
• Understanding of customer satisfaction principles and practices 
• Ability to write technical support documentation 
• Team player 
• 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

Duties and Responsibilities

• Provides first-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 with the client regarding 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 assists centralized Network team 
• Working knowledge of office automation products and computer peripherals, like biometric, CCTV, printers and scanners 
• Assists Asset Management Team in the inventory of IT assets 
• Performs deployment and movement of IT assets 
• Performs additional task that may be assigned by the immediate supervisor