IT Support Engineer (Executive/ Senior Executive)
Job Description
Title: IT Support Engineer (Executive/ Senior Executive)
Company Name: Bashundhara Group
Vacancy: Not specific
Job Location: Dhaka
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:
∎ 2 to 3 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:
∎ 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
∎ 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;
∎ 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
∎ 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.
∎ 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:
∎ 1 to 2 years equivalent work experiences.
∎ 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
∎ 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:
∎ Festival Bonus: 2
∎ As per company policy.
Job Source: Bdjobs.com Online Job Posting.
Application Deadline: 16 Sep 2022
Company Information:
∎ 31 Aug 2022
∎ 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, Services, Media etc.
Category: IT/Telecommunication
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