Technical Support Specialist
2 months ago
Job Summary
As a Helpdesk Associate - Hybrid Setup at Strategic Networks Inc., you will be responsible for providing technical support to end-users via various channels. This includes onsite, phone, email, and remote support for hardware and software issues, network diagnostics, and repairs.
Key Responsibilities
- Assist end-users with technical issues, focusing on client satisfaction, service delivery quality, and technical excellence.
- Manage, maintain, and provide technical support for hardware and software issues, network diagnostics, and repairs.
- Coordinate with Senior Technical Support Engineer and Team Leader on critical technical issues.
- Set up new user accounts and profiles, and provide walkthroughs for staff or clients to resolve issues.
- Take ownership of assigned incident tickets and resolve within agreed service level and targets.
- Proactively update end-users on their requests, perform root cause analysis, and develop technical reports for issues involving desktop environments.
- Analyze and respond to issues, and develop resolutions in a timely manner.
- Maintain a high level of program and service knowledge to provide the best value-based technical solution to customers.
- Meet and adhere to attendance requirements based on Service Level Agreement, and meet and exceed KPI targets set by the client.
- Deliver quality, productivity, and compliance KPI/SLA reports on a daily, weekly, and monthly basis.
Requirements
- Fresh graduates are welcome to apply.
- Open to shifting schedules.
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