Responsibilities
- Engage with end-users to deliver effective technical support and issue resolution.
- Diagnose and troubleshoot hardware, software, network, and application problems.
- Guide users through step-by-step solutions and provide clear instructions.
- Escalate complex issues to higher-level support, maintaining ownership until resolution.
- Collaborate with cross-functional teams for prompt issue resolution and effective communication.
- Document interactions and solutions in the help desk ticketing system for reference and knowledge base enrichment.
- Continuously improve support processes and stay updated with technology trends.
Profile
- Proven Help Desk Technician experience with focus on live chat or telephone remote support.
- At least 3 years of technical support experience.
- Passion for excellent customer service and helping users.
- Excellent written communication skills for explaining complex technical concepts simply.
- Proficiency in live chat tools and help desk ticketing systems.
- Solid understanding of hardware, software, networking, and operating systems.
- Proficiency in Office 365, Windows, macOS, and Exchange Online troubleshooting. Experience with Azure and Intune a plus
- Thrives in fast-paced environment, handling multiple chat sessions.
- Strong problem-solving skills, thinking critically under pressure.
- Exceptional time management, prioritizing tasks effectively.
- Patience, empathy, and positive attitude with end-users.
- Basic knowledge of remote desktop tools and techniques.
Skill Set
- Live Chat and phone Support Experience
- Troubleshooting and Issue Resolution
- Customer Service Excellence
- Proficiency in Windows, macOS, and Exchange Online Troubleshooting
- Technical Knowledge (hardware, software, networking)
- Communication Skills (written and verbal)
- Help Desk Ticketing Systems
- Problem Solving and Critical Thinking
- Multitasking and Time Management
- Patience and Empathy
- Remote Desktop Tools
- Collaboration and Teamwork
24*7 shift
Skills: help desk ticketing systems,macos,communication skills (written and verbal),exchange online,phone support,exchange online troubleshooting,live chat and phone support experience,remote desktop tools,office 365,hardware,collaboration and teamwork,multitasking and time management,windows,intune,troubleshooting,proficiency in windows, macos, and exchange online troubleshooting,live chat,network,customer service excellence,live chat tools,technical knowledge (hardware, software, networking),issue resolution,multitasking,networking,troubleshooting and issue resolution,time management,patience and empathy,problem solving and critical thinking
