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Job Description
- Serve as the first point of contact for end users seeking technical assistance over the phone or email.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Experience in supporting end users on a corporate network; specifically support involving Switches, Subnets, Routers, VLAN's, DNS, Network Shares, Network Storage, File/Print services, Directory Services, Etc. is preferred.
- Determine the best solution based on the issue and details provided by end users.
- Walk the customer through the problem-solving process.
- Direct unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Record events and problems and their resolution in logs.
- Follow-up and update end users status and information.
- Pass on any feedback or suggestions by customers to the appropriate internal team.
- Identify and suggest possible improvements in procedures.
- Manage PC setup and deployment for new employees using standard hardware, images and software.
- Perform timely workstation hardware and software upgrades as required.
- Diagnosing and solving hardware/software faults.
- Managing and troubleshooting any end-user equipment printers, scanner and VC.
Job Requirements
- BSc/BA in IT, Computer Science, or relevant field.
- Excellent communication skills.
- Proven experience as a help desk or other Technical support role.
- Solid background on cloud computing.
- Ability to diagnose and resolve basic technical issues.
- Good understanding of computer systems, mobile devices, and other tech products.