Job Description
Primary Roles & Responsibilities:
+ Respond to calls, tickets and emails, and troubleshoot reported issues in a Service desk environment.
+ Consult and collaborate with other IT departments to resolve issues quickly and efficiently, when needed.
+ Escalate unresolved issues to the appropriate internal channel
+ Diagnose and troubleshoot applications, operating systems and software issues, and technical issues, including login account and email account setup.
+ Maintain ticket updates for all reported incidents.
+ Troubleshooting of Antivirus issues such as virus outbreaks, virus definition issues etc.
+ Provide timely communication on issue status and resolution.
+ Proven ability to multi-task, effectively determine priorities and meet SLA’s.
+ Adaptable and flexible in a fast-changing industry and work environment.
+ Hands-on experience with Service desk and remote control softwares.
+ Properly escalate unresolved issues to appropriate team members
+ Communicate with users with a high degree of etiquette and professionalism
+ Ensure all the calls have been attended and updates in the Ticketing Tool whichever come under their bin.
+ Contribute to improving customer support by actively responding to queries and handling complaints
+ Perform other duties and participate in special projects as assigned.
Communication Skills:
+ Excellent English Speaking/Reading & written communication skills. Clear, understandable
+ Schedule Flexibility: Willingness to work a flexible schedule including occasional after hours on- call, multitask and resilience.
Knowledge, Skills, Abilities
+ Bachelor's degree in Electronics / Computer Science / Information Technology or related field and 2-3 years of relevant experience.
+ Work Experience in MS 365 / Azure cloud environment, Office 365 applications
+ Experience in Windows operating systems (XP through Windows 11) required.
+ Familiarity with networking technologies such as LAN/WAN, VLAN, MPLS, VOIP Etc.
+ Analytical skills to identify and resolve matters of significance
+ Problem solving skills to troubleshoot various problems within varied environments
+ Superior time management skills
+ Superior interpersonal skills to interface with internal and external users, customers and vendors
+ Ability to multi-task and work under pressure and adapt to fast paced changing requirements and requests
+ Management of MS 365 / Azure cloud / Share Point / One Drive / In Tune
+ Office 365 support and MS Teams support
+ End User Desktop support (Remote support) and Troubleshooting
+ End User desktop applications, Office, email support
+ Basic management and configuration of applications
+ Familiarity with email server and spam filtering technology.
Training & Certifications
Current and valid industry Training/certifications in the following preferred
+ ITSM (Ticketing) Tool
+ Training in Operating systems management and Basic Network Operations
+ Knowledge of IP routing protocols and implementations
+ Microsoft 365 Certified: Administrator Expert
+ Microsoft Certified: Azure Administrator Associate (https://www.cbtnuggets.com/it-training/microsoft-azure/admin-associate)
+ Respond to calls, tickets and emails, and troubleshoot reported issues in a Service desk environment.
+ Consult and collaborate with other IT departments to resolve issues quickly and efficiently, when needed.
+ Escalate unresolved issues to the appropriate internal channel
+ Diagnose and troubleshoot applications, operating systems and software issues, and technical issues, including login account and email account setup.
+ Maintain ticket updates for all reported incidents.
+ Troubleshooting of Antivirus issues such as virus outbreaks, virus definition issues etc.
+ Provide timely communication on issue status and resolution.
+ Proven ability to multi-task, effectively determine priorities and meet SLA’s.
+ Adaptable and flexible in a fast-changing industry and work environment.
+ Hands-on experience with Service desk and remote control softwares.
+ Properly escalate unresolved issues to appropriate team members
+ Communicate with users with a high degree of etiquette and professionalism
+ Ensure all the calls have been attended and updates in the Ticketing Tool whichever come under their bin.
+ Contribute to improving customer support by actively responding to queries and handling complaints
+ Perform other duties and participate in special projects as assigned.
Communication Skills:
+ Excellent English Speaking/Reading & written communication skills. Clear, understandable
+ Schedule Flexibility: Willingness to work a flexible schedule including occasional after hours on- call, multitask and resilience.
Knowledge, Skills, Abilities
+ Bachelor's degree in Electronics / Computer Science / Information Technology or related field and 2-3 years of relevant experience.
+ Work Experience in MS 365 / Azure cloud environment, Office 365 applications
+ Experience in Windows operating systems (XP through Windows 11) required.
+ Familiarity with networking technologies such as LAN/WAN, VLAN, MPLS, VOIP Etc.
+ Analytical skills to identify and resolve matters of significance
+ Problem solving skills to troubleshoot various problems within varied environments
+ Superior time management skills
+ Superior interpersonal skills to interface with internal and external users, customers and vendors
+ Ability to multi-task and work under pressure and adapt to fast paced changing requirements and requests
+ Management of MS 365 / Azure cloud / Share Point / One Drive / In Tune
+ Office 365 support and MS Teams support
+ End User Desktop support (Remote support) and Troubleshooting
+ End User desktop applications, Office, email support
+ Basic management and configuration of applications
+ Familiarity with email server and spam filtering technology.
Training & Certifications
Current and valid industry Training/certifications in the following preferred
+ ITSM (Ticketing) Tool
+ Training in Operating systems management and Basic Network Operations
+ Knowledge of IP routing protocols and implementations
+ Microsoft 365 Certified: Administrator Expert
+ Microsoft Certified: Azure Administrator Associate (https://www.cbtnuggets.com/it-training/microsoft-azure/admin-associate)
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