Job Description

Responsibilities:

 Address IT issues/tickets raised by users for Hardware, software, and networking

 Image IT equipment as per COE standards

 Walk customers through installing applications, peripheral devices

 Guide users with simple, step-by-step instructions

 Conduct remote troubleshooting

 Record technical issues and solutions in logs

 Ask targeted questions to diagnose problems

 Direct unresolved issues to the next level of support personnel

 Follow up with users to ensure their systems are functional

 Report customer feedback and potential product requests

 Help create technical documentation and manuals

 Upkeep health and compliance of endpoints and IT infra

 Create Purchase requests for new requirements

 Create waybills to ship IT equipment

 Ensure adherence to relevant company procedures and policies

Requirements:

 Good speaking and written language skills – English

 Proven work experience 5 + years as a Desktop Support Engineer or Technical Support Specialist or similar role

 Hands-on experience with Windows & Mac OS environments

 Working knowledge of office automation products and computer peripherals, like printers and scanners

 Knowledge of networking, endpoint security practices and anti-virus programs

 Ability to perform remote troubleshooting and provide clear instructions

 Exceptional Customer Service skills.

 Able to prioritize and perform Service Desk tasks

 Ability to work various shifts

 Manage Client Audit Requirements and provide evidence on a timely manner

 Must have a working understanding of the ITIL framework.

 Energetic, responsible, self-motivated, and able to work in a Team environment under minimal supervision.

•  MCSA/MCSE/CCNA would be an added advantage

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