Troubleshoot and resolve hardware and software problems on desktops, laptops and other various computing equipment and devices related to Windows 10 and Office.
Diagnose hardware issues, order parts, and replace faulty components.
Answering user questions directly related to Windows 10, Office, and other supported applications.
Use SCCM to push and install approved corporate applications.
Troubleshoot and resolve issues related to software and hardware compatibility.
Face to face and hands on troubleshooting are required.
Resolve wide range of software issues remotely using remote tools such as SCCM Remote & Teams.
Follow detailed technical instructions to ensure adherence to corporate quality standards.
Document all issues using Service Desk ticketing system.
Escalate unresolved calls to the next level support team using Service Desk ticketing system.
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
Maintain a high degree of customer service for all support queries and adhere to all service management principles
Publishing support documentation to assist staff with requests for information & provide staff training if required.
Use Active Directory and Exchange Management Console for managing users, groups & computers.
Reimage laptops and desktops as needed following company policy.
Installation of network MFD printers.
Responsible of reception of equipment, warehouse inventory and access control.
Custody of computers to be assigned to new hiring employees.
Requirements
Associate/Bachelor’s Degree.
Excellent written and spoken English.
Minimum 3 years of experience providing end user support in an enterprise environment.
Strong working knowledge of Windows 10 and Office (2016 and 365).
Working knowledge of network and PC operating systems.
