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Job Description
- Serve as the first point of contact for customers seeking technical assistance over the phone or email and ticketing system
- updated with Desktop/Laptop technology developments and leveraging as necessary to improve enterprise-wide technical perspectives, standards and solutions for our customers
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Provides technical assistance to other IT team members, teams to ensure that technical assignments are completed in an effective and efficient manner.
- Design and implement software packaging and patching strategies for Windows and Apple Desktops/Laptops
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
Job Requirements
- Creative Problem Solving & Decision Making
- Proven ability to work effectively in a team setting as well as independently with minimal error and guidance.
- Pass Practical technical Exam
- One or more of the following certifications is preferred: A+, N+,MCSE,CCNA
- Ability to define, manage, and resolve desktop system problems and related network issues.
- Good Knowledge in maintaining and supporting Virtual Desktops in VMWare and Citrix environments.
- understanding of Active Directory, Windows GPO, WINS, DNS, DHCP, and TCP/IP and commands.
- Good understanding of different computer systems, mobile devices and other tech products
- Proficient in Microsoft Office and Office 365 for Windows Proficiency in English
- Excellent communication skills
- Strong interpersonal and Excellent Customer Service Skills (internal customer facing role).
- Ability to communicate a technical message to a non-technical audience, focusing on managing customer expectations.
- Experiences in Laptop/Desktop Hardware/Software fix
- Very Good Experience in troubleshooting Windows OS
- Very Good Knowledge of LAN Network Setup and installation
- Very Good Knowledge in WIFI configurations
- Good understating in Scripts and office automation.
