Description

You provide first-level technical support for user incidents and queries via phone and remote-control tools.

Responsibilities

• Deliver first-call resolution technical support via phone and email.
• Troubleshoot reported incidents and escalate to second-level resolver groups per work instructions.
• Own cases and follow up on issues until closure.
• Update customers on outstanding issue status within targeted Service Level Agreements.
• Record accurate and complete information for all reported incidents.

Required Skills

• Minimum 1 year of end-user support experience in desktop or technical service desk environments.
• Hands-on experience supporting desktops, notebooks, tablets, and smartphones.
• Proficiency with Windows Operating Systems.
• Experience with Active Directory account administration.
• Proficiency in Microsoft Office applications.
• Diploma or Higher Nitec in Computer/Electronic Engineering or an equivalent discipline.

Key Skills

Education

Diploma Certification in Computer/Electronic Engineering