Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Respond to queries either in person, chat, email or over the phone.
Write training manuals.
Train computer users.
Maintain daily performance of computer systems.
Respond to email messages for customers seeking help.
Ask questions to determine nature of problem.
Walk customer through problem-solving process.
Install, modify, and repair computer hardware and software.
Clean up computers.
Run diagnostic programs to resolve problems.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Install computer peripherals for users.
Follow up with customers to ensure issue has been resolved.
Gain feedback from customers about computer usage.
Run reports to determine malfunctions that continue to occur.
Good command over written & verbal English communication
Keep asset inventory of all equipment, software, and licenses
Manage all installations, repairs, maintenance, and test tasks via remote tool or in-person support at User's location or at Patra's office Maintain user
PCs, including upgrades and configuration as needed
General awareness of computer systems, PC repair, and network management
Ability deploy, configure, and support operating systems on desktop
Understanding and appreciation for information security within systems and user devices.
Qualifications
Graduate preferably in Computer Science or applications. If Graduate from another stream, need 3-5yrs experience in IT Helpdesk.
IT Certifications such as Comptia A+ would be a plus
Experience working with at least one of the ticketing software ServiceNow, Remedy, ZenDesk or Manage Engine
