Description

You will resolve escalated technical incidents and service requests for local and global users.

This role is on-site.

Responsibilities

• Resolve Level 2 incidents and requests escalated from the Level 1 helpdesk.
• Troubleshoot, repair, and maintain software applications, infrastructure, operating system drivers, and firmware.
• Support remote connectivity for work-from-home setups using firm laptops or personal devices with virtual machines.
• Manage and record all incidents within the ticket-tracking system while creating technical support documentation.
• Participate in a rotating on-call schedule for after-hours and weekend support.

Required Skills

• 1-3 years of experience in a similar desktop support role.
• Experience using help desk call management systems.
• Technical proficiency with in-house, 3rd party, and market data applications.
• Ability to support multiple communication platforms including E-mail, Microsoft Teams, Skype, Symphony, and Jive.
• Strong interpersonal and customer care skills.
• Capacity to work under pressure and meet tight timescales.
• Ability to proactively report trends, significant problems, and expected delays to management.

Key Skills

Education

Any Gradute