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Job Description
- Serve as the first point of contact for end-users seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Experience in supporting end users on a corporate network; specifically support involving Switches, Subnets, Routers, VLAN's, DNS, Network Shares, Network Storage, File/Print services, Directory Services, Etc. is preferred.
- Determine the best solution based on the issue and details provided by end-users
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update end users status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements in procedures
- Manage PC setup and deployment for new employees using standard hardware, images and software
- Perform timely workstation hardware and software upgrades as required
- Diagnosing and solving hardware/software faults
- Managing and troubleshooting any end-user equipment printers, scanner and VC
Job Requirements
- BSc/BA in IT, Computer Science or relevant field or equivalent years of hands-on experience
- Years of experience at least 3 years
- Above average knowledge of networking protocols, especially TCP/IP.
- Proven experience as a help desk technician or other customer support role
- Tech savvy with working knowledge of office automation products, databases and remote control
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve basic technical issues
- Proficiency in English • Having a Certificate in: CCNA , MCSA, CompTIA A+, ITIL Foundation.
- End user-oriented and cool-tempered
