Job Description

Title: IT Service Desk Specialist

Company Name: A Renowned International Company

Vacancy: 3

Age: 25 to 40 years

Location: Dhaka

Salary: Negotiable

Experience:
∎ 2 to 4 years
∎ The applicants should have experience in the following business area(s):Telecommunication, IT Enabled Service, Computer Hardware/Network Companies, Technical Infrastructure

Published: 9 Jan 2025

Education:
∎ Bachelor of Science (BSc) in Computer Science & Engineering, Bachelor of Science (BSc) in Computer Applications

Requirements:

Additional Requirements:
∎ Age 25 to 40 years
∎ Minimum of 2–4 years in IT support, with at least 1 year in 2nd Level support.
∎ Experience with IT service management tools and processes (e.g., ITIL framework).
∎ Proficiency in Windows and macOS operating systems.
∎ Hands-on experience with Active Directory, Microsoft 365, and troubleshooting networking issues.
∎ Familiarity with virtualization technologies (e.g., VMware, Hyper-V) and remote support tools.
∎ Knowledge of scripting languages (e.g., PowerShell) is an advantage.
∎ Technical Skills:
∎ Proficiency in Windows and macOS operating systems.
∎ Hands-on experience with Active Directory, Microsoft 365, and troubleshooting networking issues.
∎ Familiarity with virtualization technologies (e.g., VMware, Hyper-V) and remote support tools.
∎ Knowledge of scripting languages (e.g., PowerShell) is an advantage.
∎ Soft Skills:
∎ Strong problem-solving and analytical abilities.
∎ Excellent communication and interpersonal skills.
∎ Ability to work effectively under pressure and prioritize tasks.
∎ Certifications (preferred but not mandatory):
∎ CompTIA A+, Network+, or similar certifications.
∎ Microsoft Certified:
∎ Modern Desktop Administrator Associate.
∎ ITIL Foundation Certificate.

Responsibilities & Context:
∎ Handle escalated tickets from 1st Level Support, ensuring timely and efficient resolution.
∎ Troubleshoot and resolve complex technical issues related to hardware, software, and network systems.
∎ Document issues, solutions, and updates in the IT service management system.
∎ Analyze recurring incidents and identify root causes.
∎ Propose and implement preventive measures to reduce future incidents.
∎ Perform advanced configurations, updates, and maintenance on systems, including user account management.
∎ Support the deployment and monitoring of IT infrastructure.
∎ Collaborate with 3rd Level Support or external vendors for unresolved issues.
∎ Work closely with team members to share knowledge and improve overall support processes.
∎ Provide guidance to users on advanced system features and issue prevention.
∎ Deliver occasional training sessions or create knowledge base articles.
∎ Participate in IT-related projects, including rollouts, migrations, and upgrades.
∎ Test and evaluate new technologies before deployment.
∎ Key Responsibilities:
∎ Incident Management:
∎ Problem Analysis:
∎ System Administration:
∎ Collaboration & Escalation:
∎ User Support & Training:
∎ Project Involvement:

Skills & Expertise:

Compensation & Other Benefits:
∎ Mobile bill, Weekly 2 holidays, Insurance, Gratuity
∎ Salary Review: Yearly
∎ Festival Bonus: 2

Workplace:
∎ Work at office

Employment Status: Full Time

Job Location: Dhaka

Company Information:
∎ A Renowned International Company

Read Before Apply: Please apply only who are fulfilling all the requirements of this job

Application Deadline: 8 Feb 2025

Category: IT/Telecommunication