Responsibilities :

• Route problems to 3rd level IT support staff using knowledge base articles
• Coordinate with level 3 and support staff that provide hardware / software / network problem resolution.
• Use the SOAR to document and manage problems and work requests and their respective resolutions and circumvention's
• Responds to telephone calls, email, instant messages, and assigned tickets from incident dispatchers; Assign work orders / incidents to appropriate support teams if necessary and follow up until resolved.
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps
• Troubleshoot client software and basic network connectivity problems remotely using remote access tools
• Identify, evaluate and prioritize customer problems and complaints
• Participate in on-going training and departmental development
• Maintain quality standards for incident documentation and phone calls

Tech Skills

• Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem-solving skills required.
• Hands-on work experience with the following :
• Windows Operating systems
• Clients : Windows7, Windows Vista, Windows XP, Windows 2000
• Servers : Windows 2000, Windows 2003, Windows 2008,
• Knowledge of Active Directory, Exchange 2003 / 2007
• ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
• User account creation for Active Directory, Exchange Mailboxes, Distribution lists
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
• MS Office Suite (XP, 2003, 2007) : MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
• Internet browsers (e.g. Explorer, Chrome, Firefox),
• VPN and remote dial-in user s
• Support for laptop, desktops, and printers
• PDA and blackberry support
• Others : Adobe Acrobat and other common desktop applications like Winzip, etc

Last updated : 2024-04-29