RESPONSIBILITIES:
- Support on-site and remote end-users to resolve IT-related issues (hardware/software/network) on their notebooks/desktops and related peripherals.
- Provide Remote, On-Site, or Station Technical Support to FedEx Operations Staff & Customers as a Regional IT.
- Work closely with 3rd Party Organizations in the Diagnostics, Maintenance & Support of all Electronic Technologies, including Network equipment & Software Applications Deployment.
- Perform technical support, problem resolution & provide input to the isolation & resolution of components like network appliances and various hardware & software problems.
- Resolve issues that occur outside work hours whenever needed.
- Perform other tasks and projects as assigned by Manager or Management.
QUALIFICATION & EXPERIENCE:
- Diploma/Degree in Information Technology from recognized institutes.
- Proven work experience as a Senior Desktop Support Engineer, Senior Technical Support Engineer, or similar role for about 4 years or more.
- Hands-on experience and knowledge in troubleshooting and deploying Windows 10.
- Hands-on knowledge and experience in troubleshooting desktop, printer, scanner, RF scanner, label printer, and laptop issues.
- Hands-on experience and knowledge in troubleshooting user and support of MSOffice products.
- Basic support of Office Network, Shared Drive, Wireless, and VPN connectivity.
- Basic Support and Troubleshooting of other desktop software used by the office.
- Basic support on iPhone / iPad / Android phones.
- Knowledge of IT procurement, order and delivery process flow and protocols.
- Ability to work effectively in a multi-cultural environment.
- Ability to deal with ambiguity, negotiation, and unorganized situations.
- Ability to leverage available tools such as subscription services, internet, or other online services to support functions.
- Continuous self-learning and self-initiating.
- Provide support for general IT requests like VC connectivity/ Mobile Email Activation.
- Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone, and in writing.
- Ability to demonstrate practical troubleshooting and problem analysis techniques.
- Ability to plan and prioritize workload without supervision.
- Ability to prioritize, manage, and perform under pressure to meet SLA’s.
- Excellent knowledge of Customer Service best practices.
- Willing to work flexibly and with enthusiasm.
SKILLS AND ATTRIBUTES:
- Good Analytical Skills, Problem Solving Skills, Judgement & Decision-Making Skills, Influencing & Persuasion Skills, Interpersonal Skills, high adaptability, and positive attitude are expected.
- A team player with determination to drive to excel.
- Excellent customer service skills.
- Self-motivated with a strong drive to succeed.
- Regular interaction with First Line Management, Senior Management, Directors, and occasional interaction with Officers (VP and above) for internal contacts.
- Regular interaction with Suppliers, Vendors, and 3rd party Consultants for external contacts.
