Job Responsibilities:-
● Handle the service tickets registration.
● Monitor and analyze the health status devices in portals.
● Ask customers targeted questions to quickly understand the root of the problem and resolve basic technical issues, configuration control or using remote desktop connections to provide immediate support.
● Track computer system issues through to resolution, within agreed time limits.
● Engage clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
● Provide prompt and accurate feedback to customers.
● Refer to internal database or resources to provide accurate tech solutions.
● Ensure all issues are properly logged.
● Prioritize and manage several open issues at one time.
● Follow up with clients to ensure the systems are fully functional after troubleshooting.
● Prepare accurate and timely reports.
● Maintain good rapports relationships with clients.
Job Requirements:-
● Diploma in Engineering (Electrical & Electronic, Computer Science, Telecommunication, Information System of the equivalent).
● Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
● Hands-on experience with Windows/Linux OS environments.
● Good understanding of computer systems, mobile devices and other tech products.
● Basic knowledge of cloud concepts and networking.
● Ability to diagnose and troubleshoot basic technical issues.
● Familiarity with remote desktop applications.
● Excellent problem-solving and communication skills.
● Ability to provide step-by-step technical help, both written and verbal.
