IT Support Technician

General Responsibilities:

1. Responds as Tier 1/2 support requests via multiple sources such as phone and email. Enters call data into the tracking system. Interacts with clients in a courteous and professional manner.
2. Troubleshoots and diagnoses escalated problems by evaluating multiple options using checklists and guides. Seeks technical assistance or escalates problem, when necessary. Implements predetermined software or hardware changes to rectify any issues.
3. Provides maintenance and support for basic client products, peripherals, and physical moves.
4. Configures, installs and troubleshoots PCs, peripheral equipment, and other personal computing devices.
5. Record and document incident, update and resolution in tracking log. Documents solutions to common problems and responses to frequently asked questions.
6. Familiar with/Proficient with technologies (HW & SW) deployed at Purchaser premises.
7. Follows Standard Operating Procedures and demonstrates commitment to achieve SLA goals of the team.

Technical Qualifications:

1. In-depth understanding of information systems technology to include common computer applications, operating systems, hardware, and messaging systems of the types used by Purchaser.
2. Strong Hands-on experience in resolving common problems in the area of Standard Computer Hardware and Software, Apple IOS Mobile Devices and Remote Access.
3. BS degree in Computer Sciences, Engineering, and Information Systems Management with minimum 4 years in IT related customer service/support with Microsoft environment or 3 years Diploma degree in Desktop Support with minimum of 6 years in Microsoft environment with 4 years in in IT related customer service/support.
4. Preferably has taken a Certification and passed of any Dell and Lenovo Desktop Product
5. Have minimum 2 years work experience using ITSM Helpdesk system / tools and has undergone ITIL Foundation training.
6. For the last 5 years has minimum 2 years’ experience supporting International organization with a minimum of 100 computer clients.
7. Have minimum 2 year experiences operating Video Conference facilities equipment, Client based VC and IP telephony.

Communication and Customer Service:

1. Excellent verbal and written communication skills
2. Superior customer service approach to dealing with people at all levels in an organization