IT Support Service Executive - Service Level 1

Job Description

Title: IT Support Service Executive - Service Level 1

Company Name: Property Care Services BD (Pvt.) Ltd.

Vacancy: --

Age: At most 45 years

Job Location: Dhaka, Sylhet

Salary: Negotiable

Experience:

• 2 to 5 years
• The applicants should have experience in the following business area(s): Software Company,Real Estate

• Master of Science (MSc)
• Bachelor of Science (BSc)

• (Masters of Science (MSc)/ Bachelor of Science(BSc) from any reputed University.

• 2 to 5 years
• The applicants should have experience in the following business area(s): Software Company,Real Estate

• Age At most 45 years

• Level 1 support must be provided by Contractor personnel with 4+ years of experience and proficiency in supporting technologies mentioned above.

Services shall also include:

• Desktop and notebook hardware, operating systems and desktop software basic troubleshooting and testing of network equipment and components (i.e. Patching cable installation and recovery, installing power leads, Installing/removing/swapping equipment, Locating/identifying network circuits and tagging the demark location) writing business requirements, process flows, functional and technical specifications, test scripts, and end user documentation
• Provide smart hands support for other telecommunications infrastructure
• Strong data analysis
• strong proficiency in both spoken and written English.
• Strong customer service skills
• Ability to move at a quick pace
• Ability to prioritize several concurrent issues; and
• Ability to track, maintain, and organize electronic equipment inventory

Experience

• Minimum of 2-5 years in similar position.
• Good understanding of the soft services market sector.
• Essential: Proven track record of in Computer Science / IT support Service.

Special Requirements/Skills

• Good communication skills in both English and Bengali.
• Ability to work with a team to achieve set targets.
• Should be smart, dynamic and proactive with positive thinking approach.
• Working in Cleaning Company/ Facility Management Services will add advantage.
• Ability to lead & develop people and ready to work under stress & pressure.

Property Care Services (PCS) is Bangladesh’s leading integrated property support Services Company. The Company has developed systems that are at the leading edge in Bangladesh. The company has been providing support services in Bangladesh since 2001 to customers’ nationwide. PCS is also present in Thailand, Malaysia, Cambodia, India and expanding throughout the Asia Pacific Region.

IT Support Service

• All Service Levels under this Service Position shall fulfill the below requirements:

• Responsible for maintaining Company`s computer systems by providing on-site technical assistance, addressing hardware, software & network issues, resolving technical problems, and ensuring optimal system operation.

• Service under all levels include applying IT Service Management (ITSM) principles to enhance service delivery, ensuring that processes are standardized, efficient, and aligned with business objectives.

• Use Service Now ticketing system to manage and track support requests efficiently. Additionally, offer user support and training to ensure high levels of customer service.

• Key performance measurements for service quality includes

  • regular system maintenance,

  • performance monitoring,

  • implementing security measures.

  • Accurate documentation of support activities

  • Collaboration with Company IT team and other Contractor team members and vendors. Ensure compliance with company policies and stay updated with IT trends and best practices.

• General Scope of Work or Service requires:

  • IT Service Support

  • IT helpdesk Service

  • Desk side Support

  • Break Fix & Asset Management

  • VIP Dedicated Support

  • Maintain inventory of the IT Assets

• End User Computing

  • Office 365 Applications (MS Office suite, One drive, SharePoint ..etc) support and Delivery

  • Enterprise and local application support (L1)

  • Standard GIL / Modem desktop

  • Virtual Desktop (Citrix & AVD)

  • Mobile Device Management

  • End Point Protection (MD End point)

• Real Time Collaboration

  • AV system

  • Video Conferencing

  • IP Telephony

  • Instant Messaging & Presence

  • Meeting Room

• End User Devices

  • Notebook & Desktop

  • Non-Standard Devices

  • Mobile Devices (smartphone, Tablet)

  • Printer

  • Scanner

  • Enterprise Patching

• Information & Record Management

  • Enterprise Search

  • Records Management

  • Online Document Services

• Network & Communications

  • Provide Smart Hands support for Network Site Services (Business Network circuits and 3rd party internet)

  • Provide hands and feet support for traditional network infrastructure — switches, routers, firewalls, wireless controllers & access points, fiber and cable Radio, sat phone

  • IT Server/Network/Communication Room maintain

Candidate shall provide IT Support Service, which shall meet, but is not limited to the following minimum requirements in supporting technologies and its related services:

• Windows 10/11 Operating System advanced troubleshooting

• Proficient using Windows registry

• Hardware troubleshooting with the ability to pinpoint hardware vs. software issue

• Printers

• Office 365

• Desktop imaging