Job Description

To resolve assigned tickets in adherence to agreed SLA and quality standards of the company

• Serve as the first contact with customers who need technical assistance via the phone or email

• Perform troubleshooting using different diagnostic techniques and resolve technical hardware and/or software issue

• Redirect unresolved issues to the next level of support personnel

• Provide needed information on IT products or services

Disciplined, systematic problem solving skills required.

• Keep record of problems and their resolution

• Follow-up with customers

• Provide feedback on processes and make recommendations on areas to improve

• Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting

• Phone support experience necessary

• Technical helpdesk or technical call center experience is necessary

• Windows Operating systems

• Clients: Windows7 & 10, Windows Vista, Windows XP, Windows 2000

• Servers: Windows 2000, Windows 2003, Windows 2008,

• Knowledge of Active Directory, Exchange 2003/2007

• ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center

• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools

• MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio

• Internet browsers (e.g. Explorer, Chrome, Firefox),

• VPN and remote dial-in users

• Support for laptop, desktops, and printers

• PDA and blackberry support

• Others: Adobe Acrobat and other common desktop applications like Winzip, etc