IT Support Technician

ABOUT THE EMPLOYER

The World Bank provides low-interest loans, zero to low-interest credits, and grants to developing countries. These support a wide array of investments in such areas as education, health, public administration, infrastructure, financial and private sector development, agriculture, and environmental and natural resource management.

WHAT WILL YOU WORK ON?

1. Respond as Tier 1/2 support requests via multiple sources such as phone and email. Enter call data into the tracking system.  Interact with clients in a courteous and professional manner.

2. Troubleshoot and diagnose escalated problems by evaluating multiple options using checklists and guides. Seek technical assistance or escalates problem, when necessary. Implement predetermined software or hardware changes to rectify any issues.

3. Provide maintenance and support for basic client products, peripherals, and physical moves.

4. Configure, install and troubleshoot PCs, peripheral equipment, and other personal computing devices.

5. Record and document incident, update and resolution in tracking log. Document solutions to common problems and responses to frequently asked questions.

6. Follow Standard Operating Procedures and demonstrate commitment to achieve SLA goals of the team.

WHAT SKILLS AND EXPERIENCE ARE WE LOOKING FOR?

1. Familiarity with technologies (HW & SW) deployed at Purchaser premises.

2. In-depth understanding of information systems technology to include common computer applications, operating systems, hardware, and messaging systems of the types used by Purchaser.

3. Strong Hands-on experience in resolving common problems in the area of Standard Computer Hardware and Software, Apple IOS Mobile Devices and Remote Access.

4. BS degree in Computer Sciences, Engineering, and Information Systems Management with minimum 4 years in IT related customer service/support with Microsoft environment or 3 years Diploma degree in Desktop Support with minimum of 6 years in Microsoft environment with 4 years in in IT related customer service/support.

5. Minimum 2 years work experience using ITSM Helpdesk system / tools and has undergone ITIL Foundation training.

6. Minimum 2 years’ experience supporting International organization with a minimum of 100 computer clients.

7. Minimum 2 year experiences operating  Video Conference facilities equipment, Client based VC and IP telephony.

ARE THERE ANY OTHER REQUIREMENTS?

1. Preferably a Certification and passed of any Dell and Lenovo Desktop Product.

9:00 – 13:00 KGZ