Description

Provide remote hardware, software, and network troubleshooting for end users via telephone, email, and chat. Manage the full lifecycle of service calls within ServiceNow, ensuring adherence to SLAs.

Responsibilities

• Diagnose and resolve client software and basic network connectivity issues using remote tools.
• Classify, register, and route incidents to appropriate 2nd and 3rd level support teams.
• Execute service requests such as setting up NT and Outlook accounts.
• Document all troubleshooting steps, research, and resolutions within the ticketing system.

Required Skills

• 5+ years of technical helpdesk or technical call center experience.
• Hands-on experience with Windows operating systems including Windows 7, Vista, XP, and 2000.
• Proficiency with ServiceNow or similar ITSM ticketing tools.
• Experience troubleshooting VPN and remote dial-in connectivity issues.
• Working knowledge of remote desktop applications such as Bomgar, SMS, Live Meeting, and WebEx.
• Experience with Active Directory and Exchange 2003/2007.
• Proficiency with MS Office Suite including Outlook, PowerPoint, Word, Excel, Project, and Visio.
• Strong written and verbal English communication skills for technical documentation and user interaction.

Preferred Skills

• Systematic problem-solving skills and ability to manage stress in a support environment.

Key Skills

Education

Any Gradute