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...