Virtual Walk-In For L2 End User Support
3 days ago
Key Responsibilities:
- End-User Support:
- Providing first-level technical support to end-users via phone, email, and remote desktop.
- Troubleshooting common hardware and software issues on workstations and laptops.
- Resolving user account and password problems.
- Assisting with installation and configuration of software applications.
- Providing guidance on the use of common office applications (e.g., Microsoft Office Suite).
- Troubleshooting issues with conference tools (e.g., Zoom, Teams).
- Incident Management:
- Logging and tracking incidents in the ticketing system.
- Prioritizing and resolving incidents according to severity.
- Escalating complex issues to higher-level support teams.
- Desktop Support:
- Deploying and configuring workstations and laptops.
- Installing and maintaining operating systems (Windows 10, Windows 11).
- Applying software patches and updates.
- Configuring network settings and printers.
- Knowledge Base Management:
- Creating and maintaining knowledge base articles to document common issues and solutions.
- Sharing knowledge and best practices with the team.
Qualifications:
- Strong understanding of Windows operating systems (Windows 10, Windows 11).
- Basic knowledge of network concepts and troubleshooting techniques.
- Excellent customer service and communication skills.
- Ability to work independently and as part of a team.
- Strong problem-solving and troubleshooting skills.
- Ability to learn new technologies quickly.
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