IT Tech Support Analyst – 2 people wanted
Job Requirements:
• Proven experience as service desk or other customer support role
• Tech savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered
• Associates/BSc/BA in IT, Computer Science or relevant field
• With basic SQL knowledge, Windows 7 and 10 experience dealing with troubleshooting, active directory, patch management, browsers (Chrome, Firefox, iE, Edge) networking, and security
• Experience with Outlook, Sharepoint and other Office 365 products a plus
Scope of Work:
• First point of contact for customers seeking technical assistance over the ticketing system, phone, or email/chat.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by the customers
• Walk the customer through the problem-solving process
• Document solutions/procedures that can be used to solve future problems
• Record incidents, problems, service requests, and events and their resolution in logs
• Follow-up and update customer status and information
• Attend trainings required to improve customer service
• Help analyze issues, root cause, and propose improvement/s
• Attend once a week meeting with the GHD manager
Job Requirements:
• Proven experience as service desk or other customer support role
• Tech savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered
• Associates/BSc/BA in IT, Computer Science or relevant field
• With basic SQL knowledge, Windows 7 and 10 experience dealing with troubleshooting, active directory, patch management, browsers (Chrome, Firefox, iE, Edge) networking, and security
• Experience with Outlook, Sharepoint and other Office 365 products a plus
Scope of Work:
• First point of contact for customers seeking technical assistance over the ticketing system, phone, or email/chat.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by the customers
• Walk the customer through the problem-solving process
• Document solutions/procedures that can be used to solve future problems
• Record incidents, problems, service requests, and events and their resolution in logs
• Follow-up and update customer status and information
• Attend trainings required to improve customer service
• Help analyze issues, root cause, and propose improvement/s
• Attend once a week meeting with the GHD manager