With over 70 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.Come join our 34,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!Employee Contract Type:Local - Fixed Term Employee (Fixed Term)Job Description:This position is based in Moldova MAJOR RESPONSIBILITIESSERVICE DESK:First point of contact and day-to-day technical support to end users. Responds to Level 1 and 2 support requests via multiple sources such as phone and e-mail. Enters call data into the tracking system. Interacts with clients in a courteous and professional manner. Provides user access service. Diagnoses problems by evaluating multiple options. Develops checklists and scripts for resolving routine problems. Escalates problems when necessary.Documents problem status and resolution in tracking log.CLIENT TECHNOLOGY SUPPORT:Coordinates the deployment of new or upgraded images, software and hardware for multiple clients. Configures and installs desktop PCs, peripheral equipment, laptops and other mobile devices. Follows established procedures for performing configuration changes, updates and upgrades. Performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.Provides on-going support of client technology.TECHNICAL SUPPORT:Provides technical support to meetings that include video conferencing. Monitors and communicates system status. Diagnoses and resolves client workstation and mobile device hardware and software issues. Creates temporary solutions until permanent solutions can be implemented. Assists systems, programming, and vendor professionals, as needed to resolve problems.SECURITY:Maintains passwords and users credentials to assure systems security and data integrity.Adheres to the integrity of controls, regulations and guidelines.INVENTORY MANAGEMENT:Maintains IT inventory management for all IT equipment and/or software in accordance with company policy and procedures. SERVICE LEVEL MANAGEMENT:Collaborates in the development of service-level objectives and takes steps to meet or exceed targets. Explains service procedures to clients.Follows up in a timely manner to ensure customer satisfaction.TRAINING:Trains co-workers on new or existing functionality or services.DOCUMENTATION:Creates, modifies and reviews documentation of issues resolutions. Documents solutions to common problems and responses to frequently asked questions.Creates and submits documented resolution to Knowledge Base.REQUIRED KNOWLEDGE, SKILLS & QUALIFICATIONSMinimum 1-2 year of experience in providing IT services to different profile of customers in business environment.Bachelor’s Degree in Computer Science, Information Systems, or other related field Or equivalent work experience.Demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving / diagnostic skills.PREFERRED KNOWLEDGE, SKILLS & QUALIFICATIONSProven technical computer skills in Microsoft Office Software, different antivirus solutions, computer network environment (LAN and WAN), backup and restore system.Ability to work under pressure and on multiple tasks as well as well – developed ability in problem solvingExcellent organizational skills and ability to prioritizeAbility to perform well individually and as team memberTRAVEL AND/OR WORK ENVIRONMENT REQUIREMENTThe position requires ability and willingness to travel domestically and internationally up to 30% of the time. Fluent in verbal and written English and local language.
IT Officer- Moldova in Bucuresti
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