Description

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

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.

Responsibilities

• Deliver first-call resolution technical support via phone and email.
• Troubleshoot reported incidents and escalate to second-level resolver groups.
• Own cases and follow up on issues until closure.
• Update customers on outstanding issue status within 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