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Job Description
- Take ownership of customer issues reported and see problems through to resolution according to agreed standard SLA’s.
- Research, diagnose, troubleshoot and identify solutions to resolve customer reported issues.
- To provide staff and clients with server support and general maintenance.
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Compliance for following standard internal process and tools.
- To provide external client support via telephone, email and site visits when needed.
- Provide prompt and accurate feedback to customers.
- Efficiently communicate and report issues to Account Manager / Project Manager and technical team.
- Generating open tickets status report.
- Ensure proper recording and closure of all customer reported issues.
- Provide Softec Product Knowledge, Guidance and Support when needed.
Job Requirements
Soft Skills
- Good work ethics
- Good English language
- Good customer handling skills
- Strong problem solving
- Strong analytical skills
- Team player with excellent team spirit
General Technical Skills
- In depth understanding of Softec portfolio of products and services including different HW equipment’s used by customers.
- experience in the tech field,
- Experience of Microsoft Active Directory, DNS, DHCP, Exchange and File Servers.
- Good Working experience of Windows server trouble shooting.
- Good knowledge of SQL server and MSSQL Databases.
- Basic Scripting and Programming Experience.
- Good Working experience of IIS - Internet Information Service.
- Good knowledge of networking concepts.
