Purpose
Provides first line support to customers resolving issues or escalating (to 2nd line support) within the agreed service level agreement.
Work Overview
- First response for desktop and cabling issues.
- Research and identify solutions to software and hardware issues.
- Diagnose and troubleshoot technical issues including account setup and network configuration
- Works with servers and telephone systems.
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are accurately logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Troubleshoots independently aiming for first time resolution every time knowing when to escalate when required to ensure consistent work velocity.
- Provides detailed information on steps taken on all escalations.
Requirements
Requirements
- Proven work experience as a Technical Support Engineer Desktop Support Engineer IT Help Desk Technician or similar role.
- Excellent problem-solving and communication skills.
- Hands on experience with Windows 7 thru 10 Windows Server and Mac operating systems
- Knowledge of network security practices
- Ability to provide step-by-step technical help both written and verbal
- Must be confident and socially adept
- Experience with Microsoft Office Suite
- Must be a fast and pro-active self-leaner
- Must have a positive and helpful attitude towards other colleagues and work in general
- Must be able to handle pressure from time to time and always meet deadlines
- Ability to travel and work after hours when necessary
- Must have excellent time management prioritization scheduling and organization skills.
- Degree in Electronic and Computer Engineering or Computer Science.
- Certifications in Microsoft Linux Fortinet Cisco or similar technologies is a plus
Key Skills Mac Os,Active Directory,Desktop Support,Computer Networking,Mobile Devices,Windows,Remote Access Software,SCCM,Help Desk,Operating Systems,Remedy,Troubleshooting
Employment Type : Full Time
Experience: years
Vacancy: 1
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