Requirements
- Experience in PC hardware and software setup, installation, configuration, troubleshooting, and maintenance, or relevant technical degree from an accredited college, university or technical certification.
- Strong customer focus and positive attitude will be necessary for success.
- Must be able to work well unsupervised and as part of a cohesive team.
- Ability to adapt to an ever-changing fast paced environment and work rotating shifts including nights and weekends.
- Must have excellent customer interaction skills both verbally and orally.
Responsibilities
- Weekly Monitoring Report (services consumed, error logs, etc.)
- Weekly Report on Hours Consumed
- Key Accomplishments of the week
- Next Steps for the following week
- Issues/Help or Decisions Needed
- Service Request Summary (Detailing Ticket Status: New, Ongoing/Active and Closed tickets, Ticket Description, Resolution Time)
- Weekly team meetings with designated onshore team lead
- 8 hours a day email and chat support for desktop support.
- Diagnostics and resolution for all entitled devices
- Managing desktop services
- Password reset
- Account creation and management (access and content
- Mailbox creation and management
- Help desk for entitled devices: “How to” support
- Update and configuration of desktop software and systems (Installing applications, general software updates)
- Repairing of software performance issues or glitches
- Management of disk space and usage (e.g. clearing caches and deleting temporary files/Internet debri)
- Electronic documents and records management system access and issues support
- Deployment of security patches
- System Inventory and Reporting (Identification and collection of detailed data for devices on the network)
- Client’s Network Configuration Management (performance tuning, data management and data access issues)
- End user Remote Control
- Rebooting devices and applications within maintenance window (Staging and executing scripts for automated maintenance routines
- Vulnerability scanning for all entitled device
- Upon identifying customer issue as beyond support tier / scope, escalate to next level and communicate findings.
- All other tasks and deliverables that may be assigned by the company.
Please send your most updated CV to [email protected].