Responsibilities :-

Provide hardware / software / network problem diagnosis / resolution via email / chat & Calls for customer's end users

Route problems to internal 2nd and 3rd level IT support staff.

Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.

Administer and provide User account provisioning.

Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.

Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.

Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps

Provide level 1 remote desktop support and perform other activities based on SOPs

Perform user account management activities

Escalate complex problem to appropriate support specialists

Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)

Troubleshoot client software and basic network connectivity problems

Identify, evaluate and prioritize customer problems and complaints

Provide all required documentation including standards, configurations and diagrams

Technical Requirements

Understanding of OS support (windows, MAC)

Understanding on Basic Networking

Diagnostics and problem-solving skills

Troubleshoot on hardware, software application

Understanding of different email platforms and clients

Understanding Active Directory Management

Office 365 Application Suppport

Knowledge in Google Workspace

Knowledge on Internet Security and data privacy principles.

Should have understanding on basic networking components and topology.

Soft Skills

Excellent verbal and written communication skills.

Excellent interpersonal and customer service skills.

Team Player

Customer Oriented

Qualified candidates can translate technical jargon and concepts to non-technical users.