Job Description
OSS Tech 1 – Technical Support Analyst
OSS Tech 1 is responsible for providing technical assistance to all end-users and IT infrastructure support. Their main responsibility is to ensure all IT related issues or requests are being facilitated.
Key Responsibilities
- Provides first‑line investigation and diagnosis.
- Resolves and closes incidents/service requests as per help desk procedures & allocated timelines.
- Escalates unresolved incidents/service requests within agreed timescales.
- Communicates with client regarding incident progress.
- Ensures tickets are always updated until issues are resolved.
- Conducts hardware and software maintenance and support.
- Performs IMAC (Install, Move, Add and Change).
- Provides local network support and/or assists centralized Network team.
- Applies working knowledge of office automation products and computer peripherals, such as biometric, CCTV, printers...
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