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Job Description
- Ensures prompt service response through the monitoring and management of the intake of all incidents and support requests through all accepted channels ( phone, email , ticket system / web portal ) .
- Create, update, and Close tickets in the Limited time to achieve SLA .
- Determines impact and urgency of an incident and support request in order to determine priority.
- Resolve all tickets within scope through use of experience, knowledgebase, or peer collaboration.
- Record all outages within the ticketing system and send communications as appropriate.
- Document technical knowledge in the form of notes and manuals
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Provide basic “how-to” training to end users and Maintain Active Directory data integrity .
- Validate employee compliance to policy and procedures during all tasks, taking action, reporting, or escalating as necessary.
- Follow up regular upgrades for all devices and applications
- Resolve technical problems with Local Area Networks and Wide Area networks.
- Follow up with customers and users to ensure complete resolution of issues.
Job Requirements
- Bachelor’s degree of Computer Science, Information Technology and Communications and Electronics or any relevant field
- Experience: 1 to 3 years in the same field.
- Preferred certified CCNA - Linux - Microsoft - Firewall's at least experience and awareness
- Advanced knowledge in Network Troubleshooting & Microsoft office
- Ability to diagnose and resolve basic technical issues
- English Language: Very good writing, Speaking and reading.
- Excellent communication skills
- Problem solving and troubleshooting skills.
