RDS GAM L2 - Desktop Support Analyst/Engineer
Blue PearlLagos, Nigeria20 days agoFull-time
The Database Administrator (L2) - Oracle is responsible for managing and maintaining Oracle database instances across development, testing, and production environments. This role involves routine maintenance, performance tuning, troubleshooting, and ensuring database security and compliance. The Database Administrator (L2) will collaborate with L1 support teams for escalated issues and work with L3 or vendor support on complex challenges. This position is essential for maintaining the health, performance, and security of the Oracle database environment.
Requirements
Key Responsibilities
Technical Support
• Serve as the first point of contact for remote desktop support (RDS) issues, providing timely and efficient assistance to end-users.
• Diagnose, troubleshoot, and resolve hardware and software issues for desktop and laptop systems.
• Assist with the installation, configuration, and maintenance of desktop operating systems (primarily Windows and macOS) and commonly used... applications.
Incident Management
• Log, track, and manage incidents and service requests in the ticketing system, ensuring SLAs (Service Level Agreements) are met.
• Escalate unresolved issues to L2 or L3 support teams and follow up to ensure prompt resolution.
• Document all troubleshooting and problem resolution steps to build a knowledge base for future support.
Software and Hardware Support
• Support and maintain end-user equipment, including desktops, laptops, printers, and mobile devices.
• Provide assistance with application installation, updates, and basic configuration for end-user productivity tools.
• Troubleshoot issues with peripherals, network connectivity, and printing for remote users.
User Training and Guidance
• Provide basic training to end-users on IT policies, system usage, and common troubleshooting steps to empower users.
• Assist users in understanding and navigating key applications, ensuring a seamless experience and minimal disruptions.
System Monitoring and Maintenance
• Monitor desktop and laptop systems to identify potential issues and proactively resolve them.
• Perform regular maintenance tasks such as software updates, patches, and system health checks to enhance system performance and security.
Qualifications
• Education: High school diploma or equivalent; additional IT certifications are a plus.
• Experience: Minimum of 1-2 years of experience in desktop or helpdesk support, with experience in remote desktop support preferred.
• Certifications: CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or other relevant certifications are beneficial.
Skills and Competencies
• Technical Skills:
• Strong understanding of Windows and/or macOS operating systems.
• Familiarity with remote desktop support tools and VPN technologies.
• Knowledge of troubleshooting network connectivity issues, including LAN, Wi-Fi, and VPN.
• Proficiency in Microsoft Office Suite and other productivity software commonly used in business environments.
• Soft Skills:
• Excellent communication and customer service skills, with a focus on user satisfaction.
• Strong problem-solving abilities, with the ability to work under pressure and meet tight deadlines.
• Detail-oriented, with good documentation skills to ensure clear tracking and reporting of support issues