Research and identify solutions to software and hardware issues
Diagnose and troubleshoot technical issues, including account setup and network configuration
Ask users targeted questions to understand the root of the problem quickly
Track computer system issues through resolution, within agreed/acceptable time limits
Interact with users through a series of actions, either via phone, email or chat, till they resolve the issue
Properly escalate unresolved issues to appropriate internal teams
Provide prompt and accurate feedback to users
Refer to internal database or external resources to provide accurate tech solutions
Ensure all issues are logged properly
Prioritize and manage several open issues at one time
Follow up with users to ensure their IT systems are fully functional after troubleshooting
Prepare accurate and timely reports and documentation
Document technical knowledge in the form of notes and manuals
Maintain jovial relationships with the users
Perform new PC hardware deployment to end-users
Manage and Administer Microsoft Windows Servers (AD, DNS, DHCP, RDS,SQL) 2012 onwards and Office 365 Cloud Services ( Azure, Exchange, Teams, OneDrive, SharePoint)
Manage and track hardware and software asset
Job Requirements:
At least 1-2 years of experience as a Network Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
Hands-on experience with Windows/Linux/Mac OS environments, Windows Server (Active Directory, DNS, DHCP, RDS, SQL), Office 365 Services (Azure, Exchange, Sharepoint, Teams, OneDrive), Cisco Switches, Symantec, TrendMicro, Veritas
Understanding of computer systems, mobile devices, and other tech products
Ability to diagnose and troubleshoot basic to complex technical issues
Taking ownership of user's issues and seeing problems through to resolution
Familiarity with remote desktop applications and help desk software
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
BS degree in Information Technology, Computer Science or relevant field
Certification in Microsoft (MCSE), Linux, is necessary
Cisco (CCNA), CheckPoint or similar technologies is a plus
Will be advantage if candidate has the skill of Cisco Firewalls, CheckPoint Firewall
