Description

Responsibilities:

  • Diagnose and troubleshoot technical issues, including account setup, network configuration, software, and hardware issues.
  • Deliver hands-on support for a range of hardware including PCs, laptops, and peripherals in a mixed Windows and Mac environment, using SCCM and JAMF.
  • Perform network troubleshooting, particularly on VPN connections and wireless configurations, integrating with Zscaler.
  • Asset management and tracking using ServiceNow (SNOW) for accurate inventory control.
  • Provide timely resolutions for hardware and software issues, ensuring user satisfaction.
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Provide prompt and accurate feedback to customers.
  • Refer to internal knowledge bases or external resources to provide accurate tech solutions.
  • Ensure all issues are properly logged.
  • Handle VIP users request wherever necessary and resolve the issues on priority.
  • Prioritize and manage several open issues at one time.
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
  • Prepare accurate and timely reports.
  • Document technical knowledge in the form of KB Articles
  • Maintain good relationships with clients.

Technical Experience:

  • Experience level: 6 – 8 years of Technical experience in Windows and Mac
  • Proficient in managing and troubleshooting Windows and Mac hardware and software; skilled in using SCCM for Windows and JAMF for Macs.
  • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role
  • Hands-on experience with Windows/Linux/Mac OS environments
  • Good understanding of computer systems, mobile devices, and other tech products
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
  • Familiarity with ITSM tools like ServiceNow, JIRA for ticket management.

Professional Attributes:

  • Excellent customer service skills and the ability to communicate effectively with non-technical users.
  • Self-starter with the ability to work independently and efficiently.
  • Physical ability to manage IT equipment installations and movements.
  • Adaptable and flexible to meet varying work schedules and environments.

Key Skills
Education

Any Graduate

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