IT Support Specialist

Job Description
Provide first-line support to SGS Employees in IT related issues
Fast-paced handling of incidents/requests resolution, escalation and information routing.
Deciding on incident severity/priority
Validation and evaluation of technical and or operational information pertaining to the incident
First contact resolution and troubleshooting via phone and remote access tools
Managing Incidents through incident management service portal
Validate, evaluate, classify, and solve IT incidents/requests.
Determine resolution and/or escalation path to ensure all IT related issues are appropriately managed.
Complies with the Group IT policies including but not limited to:
Demonstrates strong commitment to Group IT Policies, Procedures, and Work Instructions by participating in IT meetings, and completing required training, related to IT
Responds appropriately to emergency situations and assists other staff members in maintaining readiness to respond to emergencies within the workplace.
Qualifications
Bachelor’s degree or equivalent in Computer Science or information technology/service management courses
Previous IT Support role, hands-on experience in hardware (servers, desktops, laptops) and software
IT Literate – familiar with MS Office applications, Various Databases and operating systems, Cloud Technologies, and internet-based applications and understands the basics of programming done on soft-wares, Hands-on experience in Telecommunication devices like Switches, Routers, firewalls, PABX systems, IP Telephony.