Position Title: ICT Help Desk Technician
Location: Auckland, New Zealand
Report to: ICT Help Desk – Team Leader
Duties & Responsibilities:
Omni Tech Limited requires the services of ICT Help Desk Technician. The job position includes the following duties and responsibilities reasonably incidental to these:
- Manage the ICT Support Front Desk and Helpdesk queue in a timely manner including the management of helpdesk tasks scheduling and escalation of issues.
- Manage and resolve Front Desk queries, incoming calls and emails to Helpdesk queue/system
- Analyses helpdesk activity and makes recommendations for changes in helpdesk procedures and systems to upper management
- Inspect and perform minor repairs and liaise with internal technicians for the repairs to ICT equipment and communication products
- Assist in investigating, analyzing and resolving hardware problems including performing hardware repairs, maintenance, technical assistance and support on all computing equipment and peripherals
- Assist in system upgrades, install, integrate, customize, configure and test new systems and hardware, and resolve configuration conflicts and errors
- Assist in providing technical assistance, support and troubleshooting in the resolution of system communications failures and conflict
- Perform routing, day-to-day hardware and software maintenance as assigned, and assist in the proper upkeep and utilization of systems
- Assist in providing general technical assistance and maintenance support on diverse software applications, operating systems and hardware systems to end users
- Administer IP telephones moves, add and changes and voicemail
- Create, change, and delete user accounts per request
- Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities. Configure / add new services and applications as necessary
- Other duties as assigned by Manager