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Job Description
- Serve as the first point of contact for seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- 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 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
- 1 to 2 years of experienced are welcomed to apply.
- Bachelor of Engineering or BSc in IT, Computer Science or relevant field.
- MCSA, MCSE & CCNA & CompTIA A+ & ITIL self-study.
- Familiar with Microsoft deployment technologies (SCCM, WDS, Remote Tools).
- Familiar with Automation technologies & Tools.
- Familiar with different OS types and platforms.
- Aware of virtualization technologies (Citrix).
- Ability to Troubleshoot, investigate and resolve SW, HW, NW and OS technical issues
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