Technician, Helpdesk

TECHNICIAN, HELPDESK

**Posted On**:Aug 23, 2023

**Location**: Remote, IN - Remote, IN

**Company**:Qualfon
- Job Summary- Main objectives and Duties:
**1. Point of Contact and Customer Service**
- Point of contact for on-site and remote users for problems and inquiries
- Ensures compliance of all policies and procedures associated with IT, Facilities and HD.
- Serves as the first line of defense for incidents and requests
- Provides assistance to different departments in solving problems/issues and ensue timely completion of work
- Assists quickly and efficiently to the needing department
- Provides user guidance and first level support
- Able to provide solid customer service and have strong interpersonal skills
- Able to translate technical jargon and concepts to non-technical users

**2. Technical Support**
- Provide broad area of first level support in PC’s and Ethernet networking technologies
- Provide an extensive level of support to networked and stand alone printers
- First level troubleshooting of network connectivity, software, and hardware issues at the desktop level
- Initiates and maintains contact with individuals on the company
- Provide quality support for network connectivity, general PC, Smartphone/tablet and printer support
- Provide basic knowledge of TCP/IP and IP networking
- Act as a Single Point of Contact for all service requests and incidents related to IT, Facilities and other non-IT related matters between end-users and resolution groups composing of IT, facilities and other technical personnel
- Monitors systems alerts, alarms from monitoring tools such as Orion Solarwinds and others.
- Execute and handle Global “OPSCON” escalation protocols for any outages on any site/center.

**3. Internal Connections and Partnership**
- Displays advanced interpersonal communication skills in order to work with both technical and nontechnical personnel at various levels in the organization.
- Ensures excellent working relationships with other areas to ensure that support for the delivery of the service desk services meets the needs of customers.

**4. Clilent support**
- Responds to inquiries from clients and provides guidance in resolving any hardware and software problems, issues, questions etc.

**5. Monitoring and Tracking**
- Ensure all Service Tickets are maintained in appropriate work queues and completed within established SLA, with a high degree of accuracy and efficiency.
- All other tasks as assigned
- Area of expertise (Skills)- Graduate of Information Technology or any course related.- Other Skills and Experiences (Min)- Excellent Knowledge in PC and Peripheral hardware, Working knowledge of Microsoft Windows Operating System and Personal Computer Based Application Software, Basic understanding in Networks, Network Components,- Education