Technical Support Associate
6 days ago
Key Responsibilities:
- Perform diagnostics to identify and resolve technical issues related to system configuration, software, and COTS applications.
- Provide remote takeover sessions using provider's remote tool to enable control of end-user devices.
- Update ITSM tool fields upon successful resolution of incidents.
- Contact end-users via phone to schedule remote session calls and coordinate with onsite assistance if required.
- Route/reassign calls to other levels of support as required, work with Level 2 and 3 support staff, and onsite vendors to resolve problems and service requests.
Requirements:
- Min 1-3 years of relevant experience in a technical support role & 12 months on the current grade.
- Working knowledge of operating systems such as Windows 10 & 11.
- Knowledge of identifying and troubleshooting issues related to system configuration, software, and COTS applications.
- Working knowledge of MS Office suite & Skype for Business.
- Fair understanding of ITIL practices in Incident Management, Request Management, & Problem Management.
Benefits:* Work from office is mandatory.,
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