Technical Knowledge: Strong understanding of computer systems, networks, TCP/IP, OSI layers, DNS, routing, switching, and protocols.
Communication Skills: Excellent verbal and written communication; ability to explain technical concepts to various audiences.
Problem-Solving: Strong analytical skills for troubleshooting and root cause analysis.
Customer Focus: Customer-oriented mindset with patience and clarity in delivering solutions.
Teamwork: Ability to collaborate effectively with cross-functional teams and escalate issues as needed.
Documentation: Proficiency in creating clear technical documentation and guides.
Adaptability: Quick learner with a proactive approach to staying updated on new technologies and trends.
SLA Compliance: Meet response times, resolutions, and customer satisfaction metrics within defined SLAs.