The incumbent is responsible to provide first level contact/ technical assistance and support via telephone, email or in person settings for technology issues, service requests related to computer systems, hardware or software. Responds to queries, runs diagnostic programs, isolates problem and determines and implements solution that support the operations of JTI sales & marketing offices in Tehran & provinces. He will support Technical Support Manager as back up for any IT related technical trouble shooting.
-To provide technical support for incoming queries and issues related to computer systems, software and hardware through phone, email, ticketing system or in person.
-To monitor Service Desk for tickets assigned to the queue and process first in first out based on priority
-Manage PC set up and deployment for new employees using standard hardware, images and software and train computer users.
-Install, test, modify and configure workstations, peripheral equipment , printers , Scanner, tablet and software
-To modify configurations, utilities, software default settings, etc. for the local workstations
-Document internal procedures.
-Monitor server performance, daily backup process and updating DRP documents.
-Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
-Maintain inventory of all hardware equipment, software and software licenses.
-Assign users and computers to proper groups in Active Directory/LDAP and update audit documents.
-Run reports to determine malfunctions that continue to occur.
- Knowledge, Skills & Abilities Requirements.
-Having Bachelor/Master degree in filed of Computer and IT also Engineering ITIL
Experience and competencies :
-2 years experience in a similar position as an IT help desk.
-Foundations level knowledge and experience in Windows Operating Systems, Linux, Active Directory
- English-Upper Intermediate