Technician - Field Services I
Business Unit:
Shared Services
Division:
Information Technology
I. BASIC PURPOSE / JOB BRIEF:
Maintains, analyzes, troubleshoots, and repairs hardware and computer systems.
Supports end-users and perform on-site or remote servicing, repair, and installation of computer hardware, software, and networks. It also includes Casino, Hotel, BoH and FoH applications and IT equipment.
II. MAJOR RESPONSIBILITIES AND DUTIES:
- Provide personal support services to internal stakeholders. They must build rapport and obtain problem details from end-users.
- Take initiative and ownership of reported end-user incidents/service requests.
- Use diagnostic tools to identify root of IT related issues. Once the issue is identified, the Technician should process these incidents through an incident management system.
- Provide technical support with desktops, laptops, tablets, workstation devices, mobile devices, printers, and software which also includes Casino, Hotel, BoH and FoH applications and IT equipment.
- Complete hands-on fixes for desktops and laptops that include software installations and upgrades.
- Perform file backups and configure new systems and applications. After completing installations, IT Technicians test new computers according to established guidelines
III. JOB SPECIFICATIONS
Educational Requirement:
- Degree in IT/Computer Science/Info Sec or any IT related Course.
- ITIL Certification V3 is an advantage.
- Additional certifications as a Microsoft Certified Professional (MCP) or Microsoft Certified Solutions Expert (MCSE) are a plus but not required.
Experience Requirements:
- At least 1 year of IT Desktop/Helpdesk experience.
- Gaming, Hotel & Shared services application experience is a plus but not required.
- Understanding network topology and network infrastructure is an advantage.
- Microsoft windows active directory management and support is a plus but not required.
- Previous experience using ITSM tool is an advantage.
Skills and Attributes:
- With familiarity with computer networks, hardware repair and troubleshooting
- With good interpersonal skills
- With time management and multitasking skills
- With writing skills – IT Technician need strong writing skills to clearly respond to help desk tickets and emails.
- With good knowledge in Microsoft Office (Outlook, Excel, Word, and PowerPoint), Help desk ticket management software, Desktop operating systems (Microsoft and MacOS)
Technician - Field Services I
Business Unit:
Shared Services
Division:
Information Technology
Description:
I. BASIC PURPOSE / JOB BRIEF:
Maintains, analyzes, troubleshoots, and repairs hardware and computer systems.
Supports end-users and perform on-site or remote servicing, repair, and installation of computer hardware, software, and networks. It also includes Casino, Hotel, BoH and FoH applications and IT equipment.
II. MAJOR RESPONSIBILITIES AND DUTIES:
- Provide personal support services to internal stakeholders. They must build rapport and obtain problem details from end-users.
- Take initiative and ownership of reported end-user incidents/service requests.
- Use diagnostic tools to identify root of IT related issues. Once the issue is identified, the Technician should process these incidents through an incident management system.
- Provide technical support with desktops, laptops, tablets, workstation devices, mobile devices, printers, and software which also includes Casino, Hotel, BoH and FoH applications and IT equipment.
- Complete hands-on fixes for desktops and laptops that include software installations and upgrades.
- Perform file backups and configure new systems and applications. After completing installations, IT Technicians test new computers according to established guidelines
III. JOB SPECIFICATIONS
Educational Requirement:
- Degree in IT/Computer Science/Info Sec or any IT related Course.
- ITIL Certification V3 is an advantage.
- Additional certifications as a Microsoft Certified Professional (MCP) or Microsoft Certified Solutions Expert (MCSE) are a plus but not required.
Experience Requirements:
- At least 1 year of IT Desktop/Helpdesk experience.
- Gaming, Hotel & Shared services application experience is a plus but not required.
- Understanding network topology and network infrastructure is an advantage.
- Microsoft windows active directory management and support is a plus but not required.
- Previous experience using ITSM tool is an advantage.
Skills and Attributes:
- With familiarity with computer networks, hardware repair and troubleshooting
- With good interpersonal skills
- With time management and multitasking skills
- With writing skills – IT Technician need strong writing skills to clearly respond to help desk tickets and emails.
- With good knowledge in Microsoft Office (Outlook, Excel, Word, and PowerPoint), Help desk ticket management software, Desktop operating systems (Microsoft and MacOS)