Excellent Oral and written communication skills.
Monitor the support cases regularly to ensure the cases are closed as per the set Service Level Agreement (SLA)
Experience with troubleshooting and resolving issues related to Hardware and Software. Knowledge of PC hardware both Desktops & Laptops.
Working knowledge on Office 365, Outlook (Email Exchange), Active Directory, Printer/scanner troubleshooting, basic network troubleshooting.
Good understanding of computer systems, mobile devices, and other tech products.
Ability to diagnose and troubleshoot basic technical issues, familiarity with remote desktop applications, help desk and ticketing software.
An additional certification in Microsoft, Linux, MAC, ITIL or similar technologies will be an added advantage.
Primary Roles & Responsibility:
Provide first level contact and convey resolutions to customer issues & escalate unresolved queries to the next level of support.
Monitoring and maintaining local inventory of hardware & Software.
Experience in a fast-pace environment, need good time management, solid communication skills, and quick response.
Excellent organizational, and support case management skills. Successful communicator at all levels using all media, with excellent interpersonal skills.
Hands-on experience providing end-user support in a high availability, mission critical support operation. Managed Services Support experience is a plus.
Excellent communications skills and the ability to communicate effectively at all levels both within and outside the organization.
Strong knowledge of standard hardware & software configurations, Storage and Computing preferred.
Demonstrates skill, knowledge and understanding of company, products, job duties, and appropriate work methods.