Vacancy expired!
- Provide a consolidated point of contact for providing Tier 1 technical support to the end users.
- Provide 1st level technical support for all IT related issues.
- Respond to trouble tickets via phone and email in a timely manner.
- Determine the scope of the trouble ticket and the responsible department.
- Research and resolve technical trouble tickets.
- Immediately notify appropriate individuals of any issues that could potentially impact production activities and follow escalation to keep impact minimal.
- Document all trouble tickets with clear, concise explanations in a timely and accurate manner ensuring adherence to department policies and procedures.
- Establish and maintain a professional relationship with customers, team members and department contacts.
- Cooperate with team members to provide the best customer experience possible.
- Provide quality customer service that exceeds customer expectations.
- Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided.
- Proficiency in MS FIM will be an added advantage.
- Proficiency in Altris (Software Deployment) will be an added advantage.
- Associate’s degree in Information Technology or equivalent related work experience.
- Minimum (2) plus years’ experience in a technical support role.
- Ability to troubleshoot Laptop / Desktop / Peripherals etc.
- Ability to troubleshoot using Remote desktop tools.
- Excellent customer service and communication skills.
- Ability to work under pressure and at a fast pace.
- Flexible to support voice, email and chat support.
- Willingness to work in a rotational shift 247365.
- MCP (Preferred)
- HDI Certified (Preferred)
- A+ (Preferred)
Vacancy expired!