IT Technician

Job Description and Minimum Skills Requirements

Job Title: IT Technician

Location: Bangalore, India

Reports to: IT Manager

Grade: 6

Job Purpose:

Provide first level technical support to dnata personnel, interfacing with Emirates Group IT (EGIT) in Dubai where required. In the event of service disruption, mitigate the adverse impact on business operations and restore normal IT service operations according to business priorities.

Minimum requirements:

• University degree in IT or equivalent IT Diploma.
• Good working knowledge or certifications in Windows OS, MS Office suite, Networking, Telephony, printers, and other network connected devices.
• Good troubleshooting skills.
• Networking skills LAN, WAN, Switch configuration and network tunnelling
• Conversant and communicative in English.
• Minimum of 5 years work experience in IT.

Key Responsibilities and Accountabilities

Support

• Attend to the Tickets assigned to Bangalore IT in the Service-Now portal within the set SLA.
• Provide technical support to dnata contact center staff in a timely manner, enabling them to resume work with minimum disruption.
• Escalate Tickets to EGIT Team for issues that cannot be resolved locally. Establish estimated downtime and inform the users of the delay accordingly.

Maintenance

• Carry out routine preventative maintenance of various types of computers, printers and other data communications equipment and peripherals.
• Carry out servicing and repair activity in accordance with EGIT standards.
• Verify the availability of servers, network and telephone infrastructure. Ensure security/antivirus updates are current for all systems through generated reports. Report any issues to the EGIT.

Asset Management

• Safekeeping and organizing of BLR IT asset inventory.
• Record in ITAMS (IT Asset Management System) the deployment/retrieval of on-site assets or issuance/return of assets from borrowers.