The Opportunity
As an OSS Specialist, you will provide Desk-Side Support to IT users, addressing technical issues that require in-person assistance. This role involves collaborating with multiple IT support teams to resolve incidents and ensure a high-quality user experience. You will serve as a key representative of the IT organization, acting as the primary interface between users and various IT functions.
How You Will Make an Impact
- Diagnose and resolve IT-related issues effectively and efficiently.
- Ensure computers and devices are delivered to users in a fully configured and ready-to-use condition.
- Provide guidance and ad hoc training on common IT issues and self-service tools.
- Manage the physical inventory of devices and accessories, including maintaining accurate records in the Configuration Management Database (CMDB).
- Perform regular hardware inventory audits and stock checks.
- Coordinate device transportation and relocation through approved logistics providers.
- Manage warranty claims and repair processes in collaboration with Original Equipment Manufacturer (OEM) vendors.
- Identify and report risks that may impact the quality or continuity of OSS services.
- Support end users by maintaining and troubleshooting IT equipment and software in meeting rooms and collaboration spaces.
- Coordinate and assist third-party technicians during onsite activities.
- Conduct routine inspections of computer rooms, including monitoring environmental conditions, cabling, equipment functionality, and related infrastructure.
- Adhere to OSS governance requirements, including escalation procedures, meetings, and service management processes.
- Follow OSS Runbooks, Standard Operating Procedures (SOPs), and knowledge articles to ensure consistent service delivery.
- Recommend equipment enhancements and process improvements that drive operational efficiency and user satisfaction, particularly within manufacturing or factory environments where applicable.
- Support process engineering and maintenance activities related to non-standard IT hardware, specialized systems, production equipment, and machine control technologies, where applicable.
- Assist with the setup, deployment, and maintenance of hardware and software solutions, where applicable.
Your Background
- Degree, diploma, or other formal qualification in Information Technology from an accredited institution, or completion of a recognized IT apprenticeship program.
- 3-5 years of relevant IT support experience.
- Strong verbal and written communication skills, with the ability to effectively engage with both technical and non-technical audiences in English and the local language.
- Demonstrated proactive, customer-focused, and solution-oriented approach.
- Ability to work independently, prioritize tasks effectively, and take ownership of responsibilities.
- Legal authorization to work in the specified location. Employer-sponsored work visa support is not available for this position, either now or in the future.
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