IT Technical Support

Description

Summary: The IT Technical Support will provide first-line support to the IT Department, monitoring effectiveness, assessing resource needs, and delivering immediate IT support services to end-users. Highlights: 1. Key role in monitoring IT support activities and assessing resource needs 2. Provide immediate IT support services to end users 3. Strong troubleshooting skills and desire to learn new technologies **Job Role:** IT Technical Support will act a first line of support to the IT Department, also will play key role in monitoring the effectiveness of IT support activities, and in assessing the need for additional IT support resources based on incident type, criticality, resolution time, etc. the IT support personnel will provide immediate IT support services to end users through the Service Desk ticketing system, e\-mails, and telephone to resolve their requests, problems, and incidents. **Requirements:** * LAN/WAN basic troubleshooting. * Cloud and MS applications support. * Review content of captured issues to assess for completion, e.g., priority, clarity, impact, subject matter, etc. to direct to the appropriate support resource. * Coordinate arrangements for external technical support where problems cannot be resolved in\-house, based on instructions from the IT Operation Manager or IT Director. * Good experience providing technical support over the phone, professional demeanor, and previous customer service experience strongly desired. * Strong troubleshooting skills and desire/ability to learn new technologies/skills. * Working knowledge of a range of diagnostic utilities, including incoming transactions/telephone recording monitoring tools/utilities. * Familiarity with the fundamental principles of ITIL/SLA. * Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that have authorized access to the network. **Experience:** * Degree in Computer science or equivalent * 3\-5 years of IT support work experience required * IT support related professional certification CompTIA A\+ or equivalent certification * ITIL foundation certification preferred * Experience in escalating the issue/problem to proper tier 2 and 3 support team members when the restoration is beyond the scope. * Experience in developing a trend by monitoring and analyzing incoming calls, problems, and support requests. * Experience in performing post\-resolution follow ups to help requests. * Reinforce SLAs to manage end\-user expectations. Work Location: In person