Senior Technical Support Analyst
9 hours ago
Senior Analyst
DescriptionJob Description:
- Addressing user tickets regarding hardware, software and networking
- Walking customers through installing applications and computer peripherals
- Asking targeted questions to diagnose problems
- Guide users with simple, step-by-step instructions
- Conduct remote troubleshooting
- Test alternative pathways until you resolve an issue
- Customize desktop applications to meet user needs
- Record technical issues and solutions in logs
- Direct unresolved issues to the next level of support personnel
- Follow up with clients to ensure their systems are functional
- Report customer feedback and potential product requests
- Help create technical documentation and manuals
- To perform the system changes adhered to organizational policies
- VIP support
Requirement:
- Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
- Hands-on experience with Windows/Linux/Mac OS environments
- Working knowledge of office automation products and computer peripherals, like printers and scanners
- Knowledge of network security practices and anti-virus programs
- Ability to perform remote troubleshooting and provide clear instructions
- Excellent problem-solving and multitasking skills
- Customer-oriented attitude
- Knowledge of ITIL Foundation V3 / V4 (Certified candidates have added advantage)
- Excellent verbal and written English
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