Description

Provide first-contact technical support to ensure business continuity and task completion.

Responsibilities

• Resolve incoming requests via telephone, web portal, email, and chat while maintaining SLA expectations.
• Prioritize and document incidents and service requests using internal ticketing systems.
• Troubleshoot hardware, software, and peripheral issues using remote tools and diagnostic utilities.
• Escalate complex incidents to appropriate technicians with accurate documentation.
• Research solutions through internal and external knowledgebases and contribute to the technician knowledgebase.

Required Skills

• 5+ years of experience in technical support or a related field.
• Extensive knowledge of Windows 10 and Windows 11 operating systems.
• Hands-on experience with Active Directory and Azure.
• Proficiency in supporting MS Office Suite and CISCO AnyConnect.
• Strong understanding of computer hardware, software, and peripherals.
• Experience using diagnostic utilities and ticketing systems.
• Exceptional written and oral communication skills in English.
• Proven ability to prioritize tasks and solve problems in high-pressure environments.
• Strong documentation skills for recording incident-solving processes.

Preferred Skills

• CompTIA certifications.
• Familiarity with ITIL fundamental principles.

Key Skills

Education

Any Graduate