Infrastructure Support: Provide L2.5 support for infrastructure, client systems, and basic network troubleshooting.
Ticket Management: Accurately log customer enquiries using probing questions and defined knowledge information, provide timely updates, and escalate complaints as necessary.
Customer Service: Maintain high standards of customer service, ensuring each interaction provides a positive experience.
Technical Troubleshooting: Monitor and troubleshoot infrastructure, client systems, and perform basic LAN support when required.
System Knowledge: Work with server operating systems, desktop operating systems, Active Directory/AD DS/NTFS permissions, and cloud-based Microsoft technologies (Office 365, Azure).
Peripheral Support: Operate tools, components, and peripheral accessories, including smart devices like smartphones and tablets.
Documentation: Read and follow technical manuals, procedural documentation, and OEM guides for troubleshooting.
Learning & Development: Demonstrate the ability to quickly learn new technologies and tools.
Analytical Skills: Apply strong analytical and problem-solving abilities to resolve technical issues.
Certifications (Optional): Industry-recognized certifications such as MCP, MCSA, CCNA, MCSE, ITIL are a plus.
