Description

Provide technical support for desktops, laptops, email, VPN, connectivity, hardware, and printing.

Responsibilities

• Resolve 1st level and select 2nd level incidents by diagnosing faults and symptoms using established procedures.
• Log all calls into the problem tracking system and maintain the knowledge database to improve resolution quality.
• Perform root cause analysis and develop checklists to prevent recurring technical issues.
• Provide technical advice, guidance, and informal training to users on hardware and software programs.
• Collaborate with backline teams and operations to facilitate problem resolution and prevent future outages.

Required Skills

• 3 years of experience in a technical support or helpdesk environment.
• Experience troubleshooting desktops, laptops, and peripheral hardware.
• Proficiency in managing email, VPN, and network connectivity issues.
• Strong customer service skills.
• Effective oral and written communication skills.
• Ability to use problem tracking and call logging systems.
• Experience performing root cause analysis and developing process controls.

Key Skills

Education

Not specified