WPS Operator

The primary responsibilities of the WPS Operator

• Follow all relevant policies processes and standard operating procedures so that work is carried out in a controlled and consistent manner
• Facilitate knowledge transfer efforts related to different job activities to junior staff and ensure know-how and expertise is passed on to qualified candidates

• Provide technical support and troubleshooting for end-user devices software applications and workplace technologies to ensure smooth and efficient operations
• Install configure and maintain hardware and software components including desktops laptops printers and mobile devices ensuring they are up to date and in compliance with security policies
• Collaborate with cross-functional teams such as technical support infrastructure and applications teams to resolve complex technical issues and provide effective solutions to end-users
• Resolve or escalate customer reported Incidents and Service Requests assigned to the Workplace Services team
• Backlog management to ensure timely resolution of Incidents and Service Requests
• Assist in the implementation and deployment of workplace technology solutions including software updates patches and system upgrades ensuring minimal disruption to end-user productivity
• Participate in the creation and maintenance of technical documentation including user guides knowledge base articles and standard operating procedures SOPs to facilitate self-service and efficient troubleshooting
• Stay updated on emerging workplace technologies industry trends and best practices recommending and implementing innovative solutions to enhance end-user experience and productivity

• Academic & Professional
  
  Qualifications:
  
  Bachelor s degree in computer science, Information Systems, Engineering, or equivalent.
  
  Experience:
  
  2-3 years of experience as an onsite IT support engineer desktop support.

• In-depth knowledge of computer hardware, software, operating systems, and network systems for diagnosing and resolving technical issues.
• Hardware Troubleshooting:
  The ability to troubleshoot and repair hardware components such as desktops, laptops, printers, and peripherals.
• Software Troubleshooting:
  Proficiency in diagnosing and resolving software-related problems, including operating system issues, application errors, and driver conflicts.
• Networking
  
  Skills:
  
  Understanding of basic networking concepts, including TCP/IP, DNS, DHCP, and VPN, to troubleshoot network connectivity issues.
• Security Awareness:
  Knowledge of IT security best practices to ensure data protection and prevent security breaches.
• Customer Service:
  Excellent interpersonal and communication skills for effectively assisting end-users and providing a positive customer experience.
• Documentation:
  Maintaining accurate records of support requests, troubleshooting steps, and solutions for tracking and improving IT support.
• Time Management:
  Efficiently managing time and prioritizing tasks to meet service level agreements (SLAs) and minimize downtime for end-users.
• Adaptability:
  The ability to adapt to new technologies and stay updated on emerging trends in the IT field.
• Team
  
  Collaboration:
  
  Collaboration with other IT professionals and departments to address complex issues and support IT projects.
• Remote Support:
  Familiarity with remote support tools and techniques for supporting remote users when necessary.
• Certifications:
  
  Relevant certifications, such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or vendor-specific certifications.
• Experience with Active Sync and mobile device support.
• Experience with ITSM tools, preferably HP/Micro focus Service Manager, is an asset.