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Job Description
- Deliver technical client support over the phone in a call center environment and resolve problems to the end user’s satisfaction with fixable hours.
- Provide technical and troubleshooting assistance related to computer hardware and software, mobile devices and other tech tools and products.
- Monitor and respond quickly and effectively to requests received through the IT helpdesk
- Monitor MS Service Desk for tickets assigned to the queue and process first-in first-out based on priority.
- Identifies, diagnoses, and resolves Level One problems for users of the mainframe, personal computer software and hardware. Within limited time frame
- Provides one-on-one end-user problem resolution over the phone for District approved Personal Computer (PC) software
- Delivers, tags, sets up, and assists in the configuration of end-user PC desktop hardware, software and peripherals.
- Diagnoses and resolves end-user network or local printer problems, PC hardware problems and e-mail, Internet, dial-in, and local-area network access problems.
- Make video conferences \ presentations and solve Avaya sets problems.
- Help the Tier 2 and the corporate team in any proposed task.
Job Requirements
- Faculty of engineering (computer or communications)
- Two to three years providing end-user phone support for current PC desktop and application software
- Familiar with the following:
- Desktop operating systems, Active Directory, MS SCCM, MS exchange console, print server and AV console.
- Various software applications and basic hardware for the PC
- Principles of network systems
- MCP Microsoft certified professional
- Basic understanding of electrical safety procedure
- Customer Service oriented in financial field.
- Ability to be a good listener and to really understand a customer problem or question and help them solve it.
- Ability to work under pressure
- Ability to learn
- Organized and systematic
