IT Support Specialist at Bosch Group

Job Description

Provide IT Support

• Receive requests to assist users with IT hardware and software problems and set ups
• Prioritise the nature of the problem and schedule corrective action
• Investigate the problem, identify, and implement the solution as quickly as possible taking into consideration the urgency of the problem
• Install new software systems
• Provide infrastructure support as necessary
• Provide support to team as required
• Keep updated with new technology developments and trends
• Update calls on service desk application to meet SLA times
• Escalate faults to next tier support
• IT asset tracking and documentation
• Test patches and security updates (e.g. in partnerships with Central)
• Provide basic network support
• Assist with project tasks and roll outs
• Train users on new technologies rolled out
• Perform tasks as per security incident response plan
• Perform after hours standby support

Monitor Printers

• Monitor printers and toner levels daily
• Ensure printers are online and resolve issues within SLA
• Escalate and handover faults IT Support Technicians
• Follow-up on calls logged with service providers
• Prioritise the nature of the problem and schedule corrective action
• Ensure availability of printers to meet SLA

Daily Checks

• Inspect server rooms regularly and report any issues
• Inspect meeting rooms, test all equipment, and resolve issues or report to team
• Complete daily checks on systems i.e., internet links etc.
• Resolve or escalate and report on issues

Helpdesk Administration Support

• Receive requests to assist users with IT hardware software issues and requests
• Provide excellent service to IT users through phone or email
• Report back to customers on job progress and completion
• Assigning calls to the first, second and third level support teams
• Monitor and escalate calls as per SLA times
• Provide basic helpdesk reports
• Categorize calls correctly
• Track and route problems and requests and update resolutions
• Any other duties required to ensure an effective and efficient helpdesk service is delivered in accordance with ITIL

Qualifications

EDUCATION

• Microsoft Certifications, Degree in IT or related field

EXPERIENCE

• Good command of the English language
• 3 to 5 years’ work experience

SKILLS

• Excellent diagnostic and problem-solving skills
• Excellent communication ability
• Passionate about technology
• Ability to adapt in a growing environment
• Excellent Communication Skills
• Sharp Problem-Solving Skills
• The Ability to Work Within a Team
• Creative Thinking
• Analytical Thinking