This role shall be responsible for identifying and resolving complex issues reported by users, system requests and handle high priority tickets. This position maintains user and system up-time through effective remote problem solving and by working with outside resources and vendors to deliver effective resolution. Must have experience with remote access systems. Ability to manage multiple customer accounts at any given time. Ensure support tickets are resolved in accordance with Service Level Agreements and customer policy / procedures, Configure hardware / software to customer specifications. Deliver support for reported problems with desktop computers, laptops, peripherals and mobile devices. Evaluate new product versions and recommend upgrade schedules. Set up and troubleshoot domains, user accounts and software accounts. Format, install, set up, maintain, and troubleshoot desktop and laptop computers with and for end users.
Competencies:
- Demonstrate knowledge of troubleshooting desktops/ laptops and basic understanding for networks.
- Excellent customer support skills
- Ability to prioritize IT tickets and respond effectively to end user.
- Should be able to think on his feet to ensure tickets and closed within SLA.
- Ability to multi task while managing multiple tickets and user requests.
- Knowledge of using any ticketing tool such as service first.
Technical Skills:
- Upgrading, supporting and troubleshooting Windows 10 and Microsoft Office 2016 and any other authorized desktop applications
- Upgrading, supporting and troubleshooting for printers, computer hardware and any other authorized peripheral equipment
- Performing general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment
- Performing remedial repairs on computers, laptops, printers and any other authorized peripheral equipment.
- Understanding the working nuances of FAIs existing IT infrastructure
- Preparing to trigger system updates as and when necessary
- Understanding the basic servers in use at FAI
- Being able to effectively diagnose any issues or incidents with servers
- Trigger server updates as and when necessary
- Support development and implementation of new projects and new hardware installations
- Perform configuration and maintenance activities relating to user profiles and policies
- Ensure adherence to the terms of license agreements
Educational Qualification and Experience:
Minimum of 15 years of formal education - Graduate / Post Graduate in Commerce.
Professional work experience of 2 to 3 years.
