Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance over the phone or email

• Perform remote troubleshooting through diagnostic techniques and pertinent questions

• Determine the best solution based on the issue and details provided by customers

• Walk the customer through the problem-solving process

• Direct unresolved issues to the next level of support personnel

• Provide accurate information on IT products or services

• Record events and problems and their resolution in logs

• Follow-up and update customer status and information

• Pass on any feedback or suggestions from customers to the appropriate internal team

• Identify and suggest possible improvements on procedures

Requirements/Qualifications:

• Proven experience as a help desk technician or other customer support role

• Tech savvy with working knowledge of Laptops(including printer), network and security software (NASCA, ESCORT, Anti-Virus etc.)

• Solid understanding of computer systems, mobile devices and other tech products

• Able to install and configure Laptops, PC's and Desktops, Printers and peripherals

• Ability to diagnose and resolve basic technical issues

• Computer skills must include Microsoft Office Suite, SAP GUI

• Install and repair Laptop PC, Printers

• Experience with LAN and Cabling

• 1-4 years of experience in helpdesk tech support and/or with related education/training backgrounds

• But entry level is applicable.

• Excellent communication skills

• Customer-oriented and cool-tempered

• BSc/BA in IT, Computer Science or relevant field

• A+ Certificate is preferred