Junior Employee Care IT

RESPONSIBILITIES:   
  • Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users   
  • Route problems to internal 2nd and 3rd level IT support staff.   
  • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.   
  • Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention’s.   
  • Responds to telephone calls, email, chat, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.   
  • Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution,    
  • Escalate complex problem to appropriate support specialists     
  • Troubleshoot client software and basic network connectivity problems   
  • Identify, evaluate and prioritize customer problems and complaints   
  • May train users and operators on a limited basis and/or may write training procedures   

REQUIREMENTS:

  • Fluent English is necessary.   
  • Disciplined, systematic problem solving skills required.   
  • Hands-on work experience with the following:    
  • Windows Operating systems   
  • Clients: Windows7, Windows 8, Windows 10 & MAC   
  • MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio   
  • Internet browsers (e.g. Explorer, Chrome, Firefox),    
  • Others: Adobe Acrobat and other common desktop applications like Winzip, etc

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