IT Helpdesk Support Technician

WHO WE ARE:

EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of service are our top business priorities, along with investing in and supporting our partners and employees.

We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.

POSITION OVERVIEW:

The Helpdesk Operations Technician Level 2 Support acts as the primary user-facing support staff for IT. In this role you will enthusiastically teach internal users how to best interact with and utilize technology; providing support as needed via face to face interaction, chat, email, and video calls. 

WHAT YOU’LL DO:

• OS troubleshooting (Windows) user endpoints – virtual desktop, PC & laptop


• Installation and configuration of OS (Windows)


• Installation and configuration of all applications as per BAML user requests while adhering to software policies


• Standard Microsoft desktop application installation and support


• Troubleshooting the OS and standard Microsoft applications


• Ensuring endpoint patching up to date using BAML tools


• Installing and configuring messaging client on workstations


• Email troubleshooting and housekeeping at the client end (Outlook)


• Troubleshooting & resolving user problems remotely for Second level using available tools and engineer dispatch at third level.


• Support of corporate mobile devices.


• Support of various virtual meeting software.


• Monitor and prioritize incident tickets received through bank standard ticket management system (ITSM)


• Monitor and prioritize request tickets received through bank standard ticket management system (ITSM)


• Installation & Configuration of drivers for standard peripherals like Printer, Scanner, and Modem Etc. Desktop rollout / replacement for users


• Software update / upgrades to be done using approved deployment tool as per agreed bank standards


• Support file printing from desktop environment.


• Escalate issues in a timely manner as appropriate for incident classification


• Support all desktop hardware devices and peripherals including LCD, keyboard of all types, mouse, webcam, speakers etc.

 WHAT YOU NEED TO SUCCEED:

• 2+ years of experience as an IT Support Engineer, Analyst, or Administrator


• Be empathetic, humble, and possess a strong focus on customer service


• Possess outstanding interpersonal and communication skills


• Strong knowledge of Windows OS platforms


• Ability to work individually and within a team


• Strong organizational and managerial skills and detail-oriented work ethic


• Flexibility to work outside of standard work hours to accommodate special projects


• Must speak fluent English

 
EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at EOS regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status or other non-merit

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