Technical Services Engineer

2 days ago

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1001 - 5000

Description

• Act as the first point of contact for all IT related issue/request. • Provide first contact resolution to critical issues/concerns. • Troubleshoot, diagnose and resolve problems at the first point of contact. • Respond promptly to incoming help requests from end users via phone, email and ticket. • Correctly log, categorize and prioritize incidents and requests. • Manage issues through their entire lifecycle from the first point of contact to resolution. • Document and update tickets with accurate and timely records.

Requirements

• Bachelor’s degree or Diploma in computer science or related field. • 4 or more years’ experience in IT Service Desk, preferably handling US clients over phone. • Hands-on experience in troubleshooting end user issues related to PC, Windows, Outlook, O365, Teams, Webex and other end user collaboration tools. • Good knowledge of networking, desktop operating systems including Microsoft, Mac OS X and related configuration. • Strong teamwork skills and the ability to collaborate across multiple parties in a quick and coordinated manner. • User Access Management experience. • Major incident Management process understanding. • Excellent written and verbal skills.