Technical Support Service Technician

Key responsibility areas

Technical/Professional Responsibilities  Support stakeholder requests by troubleshooting and problem-solving - either face-to-face or over the telephone.  Troubleshoot Tier 1 system/networking problems and escalate where necessary.  Replaces computer and accessories parts as required.  Monitor and respond to customer service requests submitted for Help Desk related support.  Document call solutions and provide documentation to supervisor  Set up and configuring audio visual solutions for stakeholders.  Delivers, setup, and assists in the configuration of end-user PC desktops, hardware, peripherals, printers and software.  Diagnoses and resolves end-user network or local printer problems, PC hardware problems, e-mail, Internet, dial-in and Local-Area Network access problems.  Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements.  Performs minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements.  Helps install Local Area Network cabling systems and equipment such as network interface cards, hubs and switches.  Resolves VOIP and CUG phone problems.  Assists Supervisor in creating materials for end-user Frequently-Asked Questions (FAQs).  Install and configure computer hardware operating systems, software systems, printers, scanners, etc;  Monitor and maintain computer systems and networks.  Prepare evaluations of software or hardware and recommend improvements or upgrades.  Evaluate utility of software or hardware technologies.  Provide recommendations to stakeholders about computer hardware.  Recommend changes to improve computer or information systems. 3 © Jamaica Library Service Rvsd. January 2023  Keep abreast of technological trends including hardware and software, virtual platforms and social media to maintain knowledge of hardware and software.  Assist with the development and updating of IT manuals including knowledge transfer on the emerging IT industry or technology trends.  Conduct scheduled maintenance upgrades.  Provide support relevant reports inclusive of monthly report.  Assist with the roll out of in-house ICT applications not limited to standalone computers but includes enterprise systems as well as ensuring support to users and the systems.  Set up new users’ accounts and profiles and dealing with password issues.  Conduct assessments on computer equipment, printers and servers as required.  Identify problem equipment & recommend for Board of Survey/replacement of equipment.  Provides customer-friendly interactions with each stakeholder that requests ICT support.  Develops and submits monthly reports.  Develops and submits individual work plans.

Performance standards

 Customer service support is provided promptly and within a courteous manner, call-outs are responded to within agreed time limits.  Internal client-end support services should meet or exceed the customer’s expectations.  Relevant ICT industry standards and the Agency’s user policies and procedures are enforced and observed.  Communicates clearly at all levels.  Logs of all ICT-related support calls/request should be done as per ICT industry standards and escalated, as necessary.  Troubleshooting are conducted timely and accurately and escalated as necessary.  Computers and accessories are appropriately installed, configured, upgraded and/or replaced as necessary.  ICT-related support follow-ups are done according to schedule.  Risk assessment is conducted in accordance with industry standards.  Sound and relevant technical advice given to end-users.  Effective standard operating procedures developed, implemented and in place for the various aspects of the use of IT across the Agency.  Confidentiality, integrity, and professionalism are displayed in the execution of duties and personal conduct.  Proper documentation of all systems, processes, and procedures.  Individual workplans are developed in accordance with stipulated format and within agreed timeframe

Minimum required education and experience

 First Degree in Computer Science, Information Systems or any related discipline; and  One (1) year of experience in trouble-shooting software systems and networks in a Microsoft networked environment.  Be familiar with working in a LAN/WAN environment.

Or

 Diploma in Computer Science, Information Systems or any related discipline.  At least three (3) years hands on experience in trouble-shooting software systems and networks in a Microsoft networked environment.  Be familiar with working in a LAN/WAN environment.

Specify licensing or certification necessary for the job

Professional certification (A+, Network+) 5 © Jamaica Library Service Rvsd. January 2023

The post-holder will be able to demonstrate

Technical  Working knowledge of the development and use of Client/Server applications  Good Knowledge of the legacy Windows 2000/XP/Vista/Windows 7 network platform and current Windows operating systems  Good Knowledge of Microsoft Office suite of applications  Knowledge of principles and theories of network systems and management; Internet technologies and products  Working knowledge of Open-Source Platforms and solutions  Knowledge of current technological developments/trends in area of expertise.

Core  Sound personal and professional integrity  Ability to communicate with and understand the requirements of professional staff in area of specialty  Ability to think logically  Good interpersonal relationship building  Strong customer orientation skills  Ability to prioritise workload  Teamwork and cooperation  Problem solving  Punctuality and deportment

May be required to work long hours, after hours and on weekends and public holidays when the need arises