Skills And Tools:
- Complete detailed reports listing requests for technical assistance, steps taken to resolve them, and the specific dates/individuals involved
- Act as the initial point of contact for all computers and systems related concerns from all computer users
- Organize and file documentation pertaining to warranties and instructional guides for computer hardware
- Maintain a working log detailing all required system updates, as well as the date of completion
- Resolve technical issues related to network interruptions, operating systems problems and other collaboration applications
- Actively update, maintain and monitor all aspects of computer networks
- Installation & configuration of a company’s computer hardware operating systems and applications.
- Maintenance and monitoring of computer networks and systems.
- Logging the queries of all users.
- Analysis of call logs in order to discover any underlying issues or trends.
- Diagnose and solve hardware or software faults.
- Follow instructions, either written or in diagram form, in order to set up a system or fix a fault.
- A bachelor's degree in computer engineering/science
- Industry-specific certification in relevant computer software may be required
- 4-7 years of relevant experience in a customer focused position involving technical knowledge of a company' s products and services
- Professional written and interpersonal skills are essential when communicating with internal customers
- Ability to prioritize and manage several milestones and projects efficiently
- Extensive experience working with different operating systems including Windows
- Comfortable working in and assisting others through company help desk software in addition to other remote access desktop programs
- Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
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