IT Support Specialist

We are currently looking to employ a Field Technical Services (FTS) Engineer.
As an FTS Engineer, the individual will be the first point of contact for all IT Service Desk logged Incidents
and Requests.
Responsibilities will include;
• Assist with reported deskside IT related queries, either through walk-ups, email and telephone.
• Investigating and evaluating reported end user problems, failures and errors escalated through the
EMEA IT Service desk.
• Troubleshoot reported hardware and software Incidents logged to the team via ServiceNow.
• Ensure all assigned tickets are actively worked on to achieve closure/resolution within the set SLA’s.
• Maintain relevant and up to date notes on all assigned tickets.
• Communicate regularly with end users on the status of open tickets and provide recommendations on
the replacement of computer peripherals and program changes to resolve software related issues.
• Conduct daily printer and meeting room AV status checks, to ensure the uptime of equipment and to
ensue minimal disruption to the business
דרישות התפקיד
We are looking for an individual with the following skills and experiences:
• Have at least 2 to 3 years of relevant Field/Deskside support experience.
• Possess exceptional technical knowledge of desktop deployments, hardware peripherals and workstation
decommissioning/recommissioning.
• Knowledge of deploying and supporting Windows 7 and 10 environments.
• Have an excellent content knowledge and mastery of Microsoft Office packages - Knowledge of ITIL,
MCDST, MSA, Compita A+/Network+ is an added advantage
• Experience with troubleshooting software and hardware problems through debugging, testing and
vendor assistance.
• Knowledge of supporting and troubleshooting mobile devices, including iPads/iPhones and Android
devices.
• Printer exposure required for general troubleshooting issues.
• Experience assisting with meeting room AV, and meeting room setups for small to large meetings and
events.
• Basic understanding of Networking fundamentals.
• Exposure and understanding of using Active Directory.
• Comfortable working alone on individual tasks, as well as part of a team for larger projects.
• Maintain a flexible and customer orientated professional attitude
• Provide technical guidance and/or training to co-workers.
• Have a good command of the English language.