Sound in Technical Knowledge ( OS Windows-10,11 & Mac)
Experience in Asset Management.
Experience in any ticketing tool.
Address user tickets regarding hardware, software, and networking.
Walk customers through installing applications and computer peripherals.
Ask targeted questions to diagnose problems.
Guide users with simple, step-by-step instructions.
Conduct remote troubleshooting.
Test alternative pathways until the resolve an issue.
Customize desktop applications to meet user needs.
Record technical issues logs.
Direct unresolved issues to the next level of support personnel.
Follow up with clients to ensure their systems are functional.
Report customer feedback and potential product requests.
Help create technical documentation and manuals.
Responsibilities :
Provide IT support (Single Point of Contact) including desktop related technical assistance via telephone, ticket system, emails, and instant chat messaging tool.
Co-ordination with engineers and user.
Providing desk side support for local users and remote assistance for users.
Monitor, track, and respond to customer satisfaction survey responses.
Should be good in Windows Support, Outlook Support, Active Directory, DNS, DHCP, O365.
Should have good knowledge into Hardware Support (Printer, System Assembling and Disassembling)
OS Troubleshooting, Outlook Troubleshooting and Configuration
Should be well versed in remote support.
Should have good communication and technical knowledge.
