IT/Helpdesk Support Technician

Responsibilities:

• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users
• Route problems to internal 2nd and 3rd level IT support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware/software / network problem resolution.
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumventions.
• Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders/incidents to appropriate support teams and follow up until closure.
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps;
• Perform user account management activities
• Escalate complex problem to appropriate support specialists
• Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)
• Troubleshoot client software and basic network connectivity problems Identify, evaluate and prioritize customer problems and complaints
• Provide all required documentation including standards, configurations, and diagrams

Technical Requirements

• Proficiency in both spoken and written English.
• Excellent communication and conversation skills (Verbal and Written)
• Phone support experience necessary.
• Disciplined, systematic problem-solving skills required.
• Hands-on work experience with the following:
• Familiar with Mac and Window OS system;
• Windows Operating systems Clients: Windows7, Windows 10, Windows XP, Servers: Windows 2008, Windows 2016, Knowledge of Active Directory, Exchange 2003/2007
• ITSM ticketing tools.
• User account creation for Active Directory, Exchange Mailboxes, Distribution lists
• Remote desktop connectivity applications like WebEx, Live Meeting, and Windows Native tools
  MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio Internet browsers (e.g. Explorer, Chrome, Firefox), VPN and remote dial-in users Support for laptop, desktops, and printers
• Others: Adobe Acrobat and other common desktop applications like Winzip, etc

• Полная занятость,
• Возможно работать удалённо