IT Service Desk Technician Ii

To oversee the general maintenance and ensure daily operations, that meeting rooms audio and video equipment are in functional order, which includes but is not limited to projectors, cameras, speakers, and TVs
- Resolving escalations and critical incidents and identifying areas creating tension, which can impact the interpersonal dynamics between service desk technicians and customers.
- Coordinating all audio-visual events internally and externally which include being responsible for the setting up, operating, and coordinating of audio-visual requirements at such event/s
- Troubleshooting problems faced by the end-users of PCs, laptops, and mobile phones by identifying issues and analysing and providing solutions
- To provide live streaming for events and the post-production of these events, cutting and edit of videos from different video sources, recording meetings and presentations with video cameras, maintenance, and repair of equipment used to enhance live events, such as microphones, lighting, and sound mixing equipment and, video recorders.
- Provide assistance to the Senior IT Service Desk Technician and ensures the service delivery is upheld in their absence.
- Develop and deploy solutions for all computer-related problems and take action to resolve them whenever they arise, keep users informed about the status of their tickets/requests, and confirm the resolution of client issues.

**Qualification and Experience** QUALIFICATIONS**
- BSc/BA in IT/Computer Science/ Information Technology or Computer Science/ IT Engineering.
- Microsoft certifications will be beneficial.

**KNOWLEDGE AND EXPERIENCE**
- Minimum of 5 to 8 years’ experience in an IT Service Desk environment that runs Microsoft Software and Applications.
- Tech savvy with working knowledge of office automation products, databases and remote control
- Must have reasonable experience in communication, audio visual conferencing systems.
Good understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and resolve basic technical issues
- Must be knowledgeable about Service Desk systems and IT tools
- Customer-oriented and cool-tempered
- Experienced in operational characteristics and techniques used in, live sound
equipment, and live stream and A/V programs.
- Proven ability to use digital/ analog audio mixing software for video and sound
editing and various digital signage solutions
- Experience with live streaming technologies: eg:

- OBS Studios, Restream, Zoom, or MS Teams is advantageous

**Roles and Responsibilities**
- Provides 1st and 2nd level support to customers via the IT Service Help Desk including Audio Visual requirements.
- Installing and configuring computer hardware, software, systems, networks, printers, and scanners.
- Run A/V, Live stream equipment using multiple Media Source
- Provide input into reviewing and development of policies, for approval by Manager, based on collection of knowledge and processes.
- Plan, organize, and implement the maintenance and operation of performance-related equipment at the various venues, including lights and lighting consoles, sound equipment, video projector, cameras, microphones, Digital Audio Processors, speakers, special effects equipment, rigging system, IT equipment, Livestreaming and other
- Operate as a back up to the Senior Service Desk Technician with the administration of user identity: rest password, account expiry, group access, name change
- Manage suppliers on assigned projects from obtaining a quote to production readiness. Manage Audio Visual assets and maintain accurate records
- Assist with the collection of information required for the preparation of all endpoint IT equipment insurance claims.
- Support the Senior Service Desk technician in providing exceptional client service to all IDC recipients of mobile telephonic (cellular phones) hardware facilities during high workloads and in their absence.
- Install, assess, troubleshoot, maintain, and upgrade computers, and all other endpoint devices such as cell phones and equipment of different types, including copiers, printers, and scanners, of all users so that they perform optimally.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Create appropriate support documentation on resolution of logs in a bid to help all users quickly by troubleshooting the problems.
- Determine the best solution, research if required, based on the issue and details provided by customers.
- Recognise when process is deviating from acceptable standards and implement routine solutions to return to the required procedures and standards
- Walk the customer through the problem-solving process
- Consistently demonstrate a positive and professional attitude and collaborate with peer groups to obtain cooperation.
- Direct unresolved issues to the next level of support within the relevant IT Teams but keep ownership.
- Provide accurate information on IT products, services