IT Helpdesk Technician

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

• Proven experience as a help desk technician or other customer support role
• Tech savvy with working knowledge of Laptops PC (include printer) network and security software (NASCA ESCORT Anti-Virus etc)
• Good understanding of computer systems mobile devices and other tech products
• Able to install and configure Laptops PCs and Desktops Printers and peripherals
• Ability to diagnose and resolve basic technical issues
• Computer skills must include:
  Microsoft Office Suite SAP GUI
• Install and repair Laptop PC Printers
• Experience with LAN and Cabling
• 14 years experience working in helpdesk area with break/fix experience and/or with related education/training
• But entry level is applicable.
• Excellent communication skills
• Customer-oriented and cool-tempered
• BSc/BA in IT Computer Science or relevant field
• A Certificate is preferred

All your information will be kept confidential according to EEO guidelines.

No

Contract

• IT Experience
• Network Administration
• Active Directory
• LAN
• Computer Networking
• Computer Skills
• Windows
• Remote Access Software
• Help Desk
• IT Support
• Operating Systems
• Troubleshooting

years

1