L1/L2 Helpdesk Support

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].

Application Form

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