Scope of Work:

• ​Provide customer facing end-user support that includes
  • Break-fix support for Laptop, desktop, tablets and associated hardware peripherals
  • IMAC support including large scale/bulk office moves/re-stack activities (all moves)
  • Support for Operating System, base load software, MS Office suite and other business application
  • Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs
  • Access related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries
  • Support for the Mobility devices (IOS/iPhone/IPads)
  • VIP and home-based office (HBO) user support
• Manage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenance
• Respond to end-user requests for updates on ticket status and promptly follow up as needed.
• Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)

Requirement:

• Minimum of 5 years technical experience in providing quality services to the end users
• Strong understanding of Client based Operating Systems
• Strong ticketing system experience
• Proficient understanding of level 1 Helpdesk services
• Strong understanding of end user hardware
• Strong knowledge of client based applications
• Proficient with common network protocols (TCP/IP) for device connectivity issues
• Excellent communication skills (English & Local language)
• Excellent customer engagement and customer service skills
• Strong desire to help, share, and assist others
• Excellent analytical skills, Work Ethic and Problem-solving skills
• Basic Safety knowledge in order to assist users with ergonomic equipment
• Ability to lift heavy equipment’s within stockroom
• Customer experience - CSAT focused with Customer is #1 Attitude
• Professional and courteous and Ability and patience to work in a high dense client environment
• Flexible for travelling to remote sites/Colocations

Technical Certification (Microsoft/HP/Dell) in the similar field will be an added advantag