- Installation and Configuration:
- Installing, configuring, and setting up new hardware devices, such as TVs, LEDs, kiosks, computers, camera, printers, scanner and peripherals.
- Troubleshooting and Problem Resolution:
- Diagnosing and resolving hardware issues, such as computer startup problems, printer malfunctions, network connectivity problems, and peripheral device failures.
- Providing basic software support, such as installing software updates, configuring software settings, and resolving software conflicts.
- Ensuring high-quality customer service delivery.
- Handling escalated customer issues and complaints.
- Identifying customer needs and expectations.
- Implementing strategies to improve customer satisfaction.
- Monitoring team performance and identifying areas for improvement.
- Streamlining processes and implementing best practices.
- Utilizing tools and technology to optimize service delivery.
- Managing team schedules and resource allocation.
- Documenting troubleshooting steps, solutions, and known issues to improve future support efforts
- Ensuring adherence to service level agreements (SLAs).
- Implementing quality control measures.
- Analyzing customer feedback and implementing necessary changes.
. Management:
- Maintaining an inventory of hardware assets and tracking their location and status.
Required Skills and Qualifications:
- Leadership Skills: Ability to lead, motivate, and inspire a team.
- Communication Skills: Strong verbal and written communication skills.
- Problem-Solving Skills: Ability to analyze problems and develop effective solutions.
- Technical Expertise: Knowledge of relevant software and hardware.
- Customer Service Skills: Empathy, patience, and a customer-centric approach.
- Organizational Skills: Ability to manage multiple tasks and prioritize effectively.
- Attention to Detail: Meticulous attention to detail and accuracy.
