Job Description
Primary Roles & Responsibilities:
- Respond to calls, tickets and emails, and troubleshoot reported issues in a Service desk environment.
- Consult and collaborate with other IT departments to resolve issues quickly and efficiently, when needed.
- Escalate unresolved issues to the appropriate internal channel
- Diagnose and troubleshoot applications, operating systems and software issues, and technical issues, including login account and email account setup.
- Maintain ticket updates for all reported incidents.
- Troubleshooting of Antivirus issues such as virus outbreaks, virus definition issues etc.
- Provide timely communication on issue status and resolution.
- Proven ability to multi-task, effectively determine priorities and meet SLA's.
- Adaptable and flexible in a fast-changing industry and work environment.
- Hands-on experience with Service desk and remote control softwares.
- Properly escalate unresolved issues to appropriate team members
- Communicate with users with a high degree of etiquette and professionalism
- Ensure all the calls have been attended and updates in the Ticketing Tool whichever come under their bin.
- Contribute to improving customer support by actively responding to queries and handling complaints
- Perform other duties and participate in special projects as assigned.
Communication Skills
- Excellent English Speaking/Reading & written communication skills. Clear, understandable
- Schedule Flexibility: Willingness to work a flexible schedule including occasional after hours on- call, multitask and resilience.
Knowledge, Skills, Abilities
- Bachelor's degree in Electronics / Computer Science / Information Technology or related field and 2-3 years of relevant experience.
- Work Experience in MS 365 / Azure cloud environment, Office 365 applications
- Experience in Windows operating systems (XP through Windows 11) required.
- Familiarity with networking technologies such as LAN/WAN, VLAN, MPLS, VOIP Etc.
- Analytical skills to identify and resolve matters of significance
- Problem solving skills to troubleshoot various problems within varied environments
- Superior time management skills
- Superior interpersonal skills to interface with internal and external users, customers and vendors
- Ability to multi-task and work under pressure and adapt to fast paced changing requirements and requests
- Management of MS 365 / Azure cloud / Share Point / One Drive / In Tune
- Office 365 support and MS Teams support
- End User Desktop support (Remote support) and Troubleshooting
- End User desktop applications, Office, email support
- Basic management and configuration of applications
- Familiarity with email server and spam filtering technology.
Training & Certifications
Current and valid industry Training/certifications in the following preferred
- ITSM (Ticketing) Tool
- Training in Operating systems management and Basic Network Operations
- Knowledge of IP routing protocols and implementations
- Microsoft 365 Certified: Administrator Expert
- Microsoft Certified: Azure Administrator Associate
