Responsibilities
Serve as the first point of contact for end users seeking technical assistance over the phone, email and/or chat
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by end users
Walk the end user through the problem-solving process
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events and problems and their resolution in logs
Follow-up and update end user status and information
Pass on any feedback or suggestions by end users to the appropriate internal team
Identify and suggest possible improvements on procedures
Monitoring batch processing flows
Resolving errors following incident and problem management processes
Supporting daily change activities
Requirements
Proven experience as a help desk technicianor other customer support role
Tech savvy with working knowledge of office automation products, databases and remote control
Good understanding of computer systems, mobile devices and other tech products
Sound understanding and knowledge of Windows-based PCs, Servers and Networking
Ability to diagnose and resolve basic technical issues
Proficiency in English
Excellent communication skills
Customer-oriented and cool-tempered
BS/BA in IT, Computer Science or relevant field is a definite plus
To apply, please send your resume to [email protected] / [email protected]
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