Job Description

Key Accountabilities

Responds and resolves all assigned calls within prescribed SLA, manages own workload, diagnoses and fixes the issues of end user systems related to:

Operating systems.

Internet browsers (ie. explorer).

MS Office & MS products (Word, Excel, PowerPoint, outlook etc.).

Local area network connectivity.

Wireless connectivity.

First level hardware diagnosis.

Printing issues.

Support for any issues related to access / attendance system.

Support for any Hikvision software related issues and changes

Coordinate with our Vendor for annual maintenance and any issues related to access / attendance system.

Software installation.

PC relocation and minor changes.

Peripheral device connectivity or device driver.

Complies with the service levels pertaining to end user support.

Maintains the high energy level of self and keeps end user satisfaction by resolving their issues up

to expected level.

Works with third parties to resolve various technical issues.

Updates call management system, clearly specifies progress and resolution details.

Resolves problems in accordance with prescribed process & procedures.

Manage user accounts on the system.

Install / configure application software.

Escalate issues to ensure proper sense of urgency / resource allocation.

Manage requests end-to-end from request registration, routing, recording/documentation, rejection and un-routing.

Define/analyses client requirements.

Manage incidents to resolution.

Perform incident diagnostics.

Resolve incidents and restore service.

Manage and support IT assets using oracle system.

Audio visual and network services which includes the below but not limited to.

Managing and monitoring cisco UCS servers.

Managing and monitoring all display screen.

Managing and maintaining UC applications and video conferencing solution which includes Cisco

Call Manager, Cisco Unity Connection and IM & Presence.

Managing inventory from store and/or with vendors.

Responsible for meeting rooms equipment and supporting audio/video conferencing.

Crisis Management Team (CMT) and Business continuity Management (BCM) support.

Support all new IT/AV projects, installation & management.

Day to day support for cisco IP phone users which includes dial tone, voicemail, and instant

messaging.

Day to day support for video conferencing users which includes call setup and troubleshooting.

Skype for business support for all users.

Generating various reports on weekly and/or monthly basis as requested by the Company

Representative.

Should have fair understanding of cisco routers, switches, and other vendor products as well.

Should have fair understanding of call routing protocols. (SCCP, H323, MGCP & SIP).

Proficient in problem identification and troubleshooting in voice & data network.

Should have fair understanding of network policy and firewall policy.

Qualifications

The AV & User Support candidate should have the qualifications below:

Ability to monitor and follow-up on all personal computers and servers including hardware and software.

Install, customize and maintenance for infrastructure systems (LAN, WAN, VPN. Servers).

Follow and support other teams (SMC, SOC. and NOC) to solve different issues related to clients.

Perform other duties or special projects assigned.

Monitor and follow up on IT supports tasks raised through help desk.

Coordinate for IT helpdesk tickets and report to IT team and managers.

Manage and support IT assets using oracle.

Manage and support Symantec endpoint server.

Adding, removing or updating users' accounts information, resetting password using AD and MIM.