Job Details
Skills And Tools:
Job Description
- Follow-up on the ticketing system through recording, handling and updating the status of any requests received on the ticketing system or emails to phone calls through:
- Responding to requests for technical assistance in person, via phone, chat or email
- Diagnosing and resolving first line technical hardware and software issues
- Researching questions using available information resources
- Advising user on appropriate action
- Following standard help desk procedures
- Logging all help desk interactions
- Administer help desk software
- Follow-up with customers and users to ensure complete resolution of issues
- Redirect problems to correct resource
The above-mentioned responsibilities include the following tasks:
- Computers and laptops Hardware and Software set-ups.
- Ensure that employees working remotely have the needed access on the network and can perform their work smoothly
- Creating new users and assigning to them all necessary relevant access.
- Receive and deliver users the IT equipment.
- Identify and escalate situations requiring urgent attention
Job Requirements
Requirements:
Degree in Computer Science, Information Technology, or a related field
Prior experience in a help desk or technical support role
Experience with ITIL frameworks or certifications is an advantage
CompTIA A+, CompTIA Network+, Microsoft Certified is a plus
Familiarity with ticketing systems (Manage Engine, ServiceNow, Zendesk
Familiarity with network fundamentals (TCP/IP, DNS, DHCP).
Knowledge of network components (Routers, Switches, Firewall, IPS/IDS)
Experience with VPNs and network configuration
Experience with remote troubleshooting tools and techniques
Understanding of hardware components (PCs, printers, peripherals).
Ability to diagnose and resolve hardware and software issues.
Basic understanding of networking concepts and protocols.
Basic scripting skills (e.g., PowerShell, Bash) can be a plus for automating tasks.
