Responsibilities :
- Diagnose and troubleshoot technical issues, including account setup, network configuration, software, and hardware issues.
- Deliver hands-on support for a range of hardware including PCs, laptops, and peripherals in a mixed Windows and Mac environment, using SCCM and JAMF.
- Perform network troubleshooting, particularly on VPN connections and wireless configurations, integrating with Zscaler.
- Asset management and tracking using ServiceNow (SNOW) for accurate inventory control.
- Provide timely resolutions for hardware and software issues, ensuring user satisfaction.
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
- Provide prompt and accurate feedback to customers.
- Refer to internal knowledge bases or external resources to provide accurate tech solutions.
- Ensure all issues are properly logged.
- Handle VIP users request wherever necessary and resolve the issues on priority.
- Prioritize and manage several open issues at one time.
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
- Prepare accurate and timely reports.
- Document technical knowledge in the form of KB Articles
- Maintain good relationships with clients.
Technical Experience :
- Experience level : 6 8 years of Technical experience in Windows and Mac
- Proficient in managing and troubleshooting Windows and Mac hardware and software; skilled in using SCCM for Windows and JAMF for Macs.
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role
- Hands-on experience with Windows / Linux / Mac OS environments
- Good understanding of computer systems, mobile devices, and other tech products
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal
- Familiarity with ITSM tools like ServiceNow, JIRA for ticket management.
Professional Attributes :
- Excellent customer service skills and the ability to communicate effectively with non-technical users.
- Self-starter with the ability to work independently and efficiently.
- Physical ability to manage IT equipment installations and movements.
- Adaptable and flexible to meet varying work schedules and environments.
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