KEY TASKS AND RESPONSIBILITIES

Responsible for answering incoming telephone calls, escalated calls, web based incidents and prioritizing customer’s support needs.

Provides assistance / instructions on the telephone for remote users and in cases of complexity visit onsite.

Resolve and direct technical issues to ensure a quality support environment and to obtain maximum customer based satisfaction.

Escalation of all customer problems requiring Management intervention where the issue could impact customer satisfaction.

Complete documentation and follow up on all commitments and customer details logged in the system

Participation in new product development process (Beta testing, technical proof reading and technical support documentation)

Installing, upgrading, repairing, replacing user workstations (hardware and software)

Inventory control of hardware and peripherals

Provide Daily & weekly reports

QUALIFICATIONS AND EXPERIENCE

Graduate of Computer Science or related filed

Fluency required in English.

Excellent telephone manner

Good knowledge of networking technologies (TCP/IP, SNMP) essential.

Proven ability to work towards individual and team targets.

ITIL, MCSE, CCNA, A+ preferred

Two years experience in technical support

Methodical approach to work related tasks

Knowledge and troubleshooting of PC hardware and peripherals

Knowledge of Windows XP & Vista  OS

Understanding of Windows Active Directory user accounts, security permissions and rights

Good working knowledge of Microsoft applications, including Office Suite

Troubleshooting of printers and Scanners machines

Excellent organizational and problem-solving skills

Strong interpersonal skills with the ability to work with various levels of users

Ability to effectively prioritize and complete tasks with little or no assistance

Basic routing and networking knowledge

Excellent verbal and written communication skills