Ensure the correct IT support to the business.
Responsibilities Diagnose and resolve hardware and software issues involving network connectivity, email clients, teleconference systems, printers and more.
Monitor tickets to ensure SLA response and resolution
Receive incoming calls, handle walk-in guests, troubleshoot as needed
Consult with third-party support and PC equipment vendors to resolve out of scope issues
Provide first and second level support for desktops, laptops, and mobile devices
Troubleshoot network connectivity issues including off site LAN and wireless access to office network
Provide telephone and email support for clients via step-by-step instructions, or using remote access software
Assist employees with VPN dial up and wireless connections when working remote to allow them access to the network
Provide critical support in troubleshooting and maintaining all system applications and hardware resources
Assist customers in resolving basic technical problems by providing guidance regarding software and hardware problems
Maintain/fix PCs configuration to be compliance with to Company’s IT policies
Technical Skills, Qualifications and Professional Experience Strong understanding of operating systems, software, and devices
Providing remote technical support via internet or phone
Knowledge of ticketing systems
Maintaining operating systems by repairing hardware and configuring software
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