Job Description

Job Scope:

• Customer Interaction: Engage with customers to understand and diagnose their technical issues promptly.
• Feedback and Guidance: Provide accurate and timely feedback to customers. Guide them through steps to troubleshoot and resolve problems effectively.
• Issue Resolution: Ensure thorough follow-up to confirm that technical issues are fully resolved to customer satisfaction.
• Technical Troubleshooting: Diagnose and troubleshoot technical issues related to hardware, software, and network problems.
• Application Support: Assist in the deployment and support of new applications and systems.
• Documentation: Create and maintain procedural and project documentation to aid in problem resolution and knowledge sharing.
• Case Management: Handle multiple cases simultaneously, prioritizing based on urgency and impact.
• Technology Evaluation: Test and evaluate new technologies to improve efficiency and effectiveness of IT support.
• Hardware and Software Setup: Install, configure, and maintain hardware and software components and peripherals.
• Network Support: Resolve network connectivity issues, including LAN and WAN setups.

Job Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Certification in Microsoft (e.g., MCSA, MCSE), Linux (e.g., LPIC, CompTIA Linux+), or Cisco (e.g., CCNA) is advantageous.
• Proven at least 2 years experiences in technical support, desktop support, or similar roles.
• Proficiency in Windows, Linux, and macOS operating systems.
• Familiarity with remote desktop applications and help desk software (e.g., ServiceNow, Zendesk).
• Strong attention to detail and excellent problem-solving abilities.
• Outstanding interpersonal skills with a focus on customer service.
• Spoken and written English fluently is a must

Skills Required

• IT Service Management