IT Support Engineer

Job Description

Title: IT Support Engineer

Company Name: Bashundhara Group

Vacancy: Not specific

Job Location: Anywhere in Bangladesh

Employment Status: Full-time

Educational Requirements:
∎ Four-year university degree or MSc degree or Post Graduate Diploma in the field of computer science/Information Technology
∎ Certifications in ITIL / ISO20k / Linux /MAC / Microsoft /A+ / N+ etc. preferable.
∎ Skill in or have Training on Desktop / Storage / Server Virtualization / Cloud Computing, SAP etc.

Experience Requirements:
∎ 1 to 2 year(s)

Job Context:
∎ User Engagement (UN) unit is a IT consumer facing function that ensures efficient and effective use of IT Services resulting in overall end user satisfaction and productivity improvements.
∎ The position is responsible to provide a single point of contact for end users for 1st Level Incident Operation, Request and Asset Delivery Operation, Problem Operations, Service Experience Operations and providing Release & Deployment Support within the organization`s desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware as well as mails, applications, network, OS etc. in workstations.

Job Responsibilities:
∎ 1. 1st Level Incident Operation Management
∎ Provide 1st Level Support related Applications, Hardware Testing & Troubleshooting;
∎ Mail & Network Troubleshooting, LAN, WLAN to users );
∎ Provide support to resolve Virus & Antivirus Troubleshooting, Operating System & Internet Troubleshooting;
∎ Deliver reinstallation service to the user in case of persistence problem;
∎ Provide solution to the users related to MFE problem;
∎ Identify, escalate and follow up the second level issues with different unit/vendors to ensure resolution and maintain single point of contact;
∎ Works with vendor support contacts to resolve technical issues within the desktop environment
∎ Dealing with queries by following departmental procedures for fault resolution
∎ 2. Problem Operations
∎ Maintain log & follow up of recurrent and major issues and escalate to subject matter expert group for root cause analysis and follow up to get permanent resolution;
∎ Provide client level investigation reports to subject matter expert team for major and recurrent issues;
∎ 3. Service Experience Operations
∎ Create Knowledge based document.
∎ Prepare, execute and follow up of action items from survey, FGD meetings, site visit;
∎ Increase end user awareness on IT service (Technical Know-How) through e-mail; Upload and publish Knowledge management database to help end user getting online solution.
∎ Familiarize end users on basic software, hardware and peripheral device operation
∎ Operates within, enforces, and suggests modifications and additions to desktop standards and guidelines
∎ Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated areas.
∎ Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures
∎ 4. Release & Deployment Support
∎ Complete all tasks of assigned internal replacement projects and assigned activities for cross functional projects;
∎ Works with other IT team members regarding new site builds and upgrades
∎ Troubleshoot post release issues in end user workstations and provide reports to subject matter expert 2nd level teams.
∎ 5. Request Management and Asset Operations
∎ Maintain Call/ticket log for in support tool and inventory tool
∎ Maintain adequate knowledge of operating systems and application software used to provide a high level of support
∎ Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures
∎ Arranges for and/or prepares equipment for shipping/receiving
∎ Provide user data and application recovery
∎ Use tools and methodologies to load, copy and customize operating system configurations for deployment
∎ Take ownership and responsibility of queries, issues and problems assigned
∎ Return defective equipment/parts to inventory, ensure accurate and documented asset transaction to avoid inventory discrepancy
∎ Conduct physical verification of IT Assets as required

Additional Requirements:
∎ Excellent technical knowledge of pcs and desktop hardware.
∎ Working technical knowledge of current protocols, operating systems and standards.
∎ Ability to operate tools, components and peripheral accessories.
∎ Microsoft Desktop Support Technician an advantage
∎ Ability to make sound and logical judgments.
∎ Demonstrated leadership and personnel/project management skills.
∎ Good understanding of the organization's goals and objectives.
∎ Strong interpersonal, written, and oral communication skills.
∎ Ability to perform general mathematical calculations for the purpose of creating needs assessments, budgets, and so on.
∎ Able to conduct research into issues and products as required.
∎ Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.
∎ Ability to present ideas in a user-friendly language.
∎ Highly self-motivated and directed.
∎ Keen attention to detail.
∎ Proven analytical and problem-solving abilities.
∎ Strong customer service orientation.
∎ Experience working in a team-oriented, collaborative environment.
∎ 6 Days a week.
∎ 40-hour on-site work weekly with on-call availability.
∎ May be required to sit for extended periods of time.
∎ Travel may be required to concerned UNIT, Factory or Business areas.
∎ Occasional inspection / monitor ongoing projects and infrastructure setup.
∎ A+ and N+ experience
∎ Software and Hardware Troubleshooting
∎ Windows 10, Windows 8, Windows 7, Windows 2000/2003/2008 experience
∎ Routers, switches and firewall experience
∎ Microsoft Office support
∎ TCP/IP , SQL , PCI-DSS Knowledge
∎ Working knowledge of SMS, AD, Exchange and remote control tools
∎ Knowledge of all software applications used within the organization
∎ Professional image and grooming
∎ Self-confidence and interpersonal skills
∎ Analytical and problem solving skills
∎ Good communication (both verbal and written) skills
∎ Planning and organizing skills
∎ Good administration management skills
∎ Strong listening skills
∎ Able to operate effectively in a team environment with both technical and nontechnical team members
∎ Able to operate with minimal supervision
∎ Able to manage time effectively, set priorities appropriately, schedule calls
∎ Able to maintain professional demeanor under stress
∎ Able to operate within customer standard operating procedures

Salary: Negotiable

Compensation & Other Benefits:
∎ As per company policy.

Application Deadline: 10 Nov 2020

Company Information:
∎ 25 Oct 2020
∎ Bashundhara Group
∎ Address : Human Resources, Bashundhara Group, Bashundhara Industrial Headquarters-2, Plot-56/A, Block-C, Umme Kulsum Road, Bashundhara R/A, Dhaka-1229
∎ Web : www.bashundharagroup.com
∎ Business : Real Estate, Manufacturing, Trading etc.

Category: IT/Telecommunication