IT Technical Support

Job Description

• Assist end users on all in-scope requests with focus on client satisfaction, service delivery quality and technical excellence.
• Over-all responsible for the management, maintenance and provision of technical support via onsite, phone, email and/or remote on hardware and software issues, network diagnostic and repair.
• Coordinate with Senior Technical Support Engineer and Team Leader on any critical technical issues.
• Ensure all tasks are updated and documented, including troubleshooting and resolutions steps prior to closing.
• Checking of end-user logs.
• Escalate tickets with dependencies to respective towers/group to resolve end-user concerns.
• Walkthrough staff or clients through a series of actions to resolve issues.
• Take ownership of assigned incident tickets and resolve within the agreed service level and targets.
• Proactively update end users regarding their requests. <...