IT Support Specialist

Summary

The IT Support Specialist role serves to support the organization's ability to maintain a productive end-user technology environment by ensuring that all provided hardware and software assets are fully functional. This position will provide technical support for equipment such as computers, printers and IP phones along with associated software components.

Responsibilities

• • Provide end user support and end user software/hardware maintenance.
• • Liaise with production floor andall other business units to provide requisite tech support.
• • Install, upgrade, repair and maintain end user IT equipment (to include computers, monitors, telephones, modems etc.) - this is inclusive of hardware components as well as their associated software components.
• • Schedule and orchestrate the repairs (including vendor warranty repairs) of end user IT equipment.

Qualifications

• • Tertiary level qualification in Information Technology, Computer Science or related discipline.
• • General understanding of voice and data networking infrastructure; to include network topologies and transport technologies.
• • Basic working knowledge of MS Windows and Cisco networking infrastructure technologies.
• • IT professional certifications such as CompTIA A+ and Network+ are highly recommended.
• • Basic understanding of information technology process management frameworks such as SDLC and ITIL.
• • Good understanding of network operating systems in a client-server networking environment
• • Good knowledge of workstation, server and network hardware.
• • Strong working knowledge of Microsoft office products; to include configuration of MS Outlook email client.
• • Experience in technical reporting and documentation.
• • Hands-on experience in data rack maintenance - to include MACs.
• • Ability to execute all functions with attention to details while delivering with a high quality standard.
• • Excellent professional communication skills (both written and oral) are required.
• • Have a sense of urgency to and the ability to work quickly to deploy large numbers of computers.
• • Possess a high level of initiative with the ability to work without supervisory inputs.
• • Possess a growth-oriented DICE (determination, insight, curiosity, engagement) mindset.
• • Possess a high level of responsibility and accountability to execute efficiently while continually providing progress reports.
• • Possess the ability to communicate effectively using various collaboration tools.
• • Posses good reporting skills using MS Office products such as MS Word and Excel, employing the use of tables and analytical graphs where necessary.
• • Must be flexible and willing to work irregular hours including evenings, weekends and any work schedule required to satisfy client and customer needs in a 24/7 work environment.
• • Must possess the ability to self-supervise.
• • Must be able to telecommute and provide support to remote end users.
• • Must be flexible in changing work locations (Kingston and Portmore) as required by the business.

About HGS

HGS is a leading global Business Process Outsourcing (BPO) service provider, with a presence spanning four continents. As we continue to expand our contact center business in Jamaica, we invite you to become an integral part of our technology team. Our technology support personnel are crucial to the sustainability and continued growth of our operations.

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