Job Description
To provide on-site and call support for Desktop, Laptop, business applications, Mobile devices and Printers
Support and resolve technology platform viz. latest Microsoft Office products – Outlook, Word, Excel, Access, Chrome, Internet Explorer, Windows 10 & 11, desktops, laptops, printers (Stand Alone and Multi-Function)
Having working knowledge on Apple systems – iPad, MacbookPro and iMac
Troubleshooting experience on Network related – Wifi configuration, Network Switch, DHCP and DNS
Provide investigation, diagnosis, resolution for hardware/software problems
Experience in installing and supporting collaboration tools like Webex, Google Meeting, Microsoft Teams and Zoom
Maintain ownership of user’s issue & service ensuring that they receive resolution within acceptable timeframe not impacting business
Prioritise calls to provide support for high business impact
Manage service requests, software installations, new computer setups, upgrades, etc.
Responding and interact to users in a timely and professional manner through mails
Record incident in the Help Desk tool and closing request with proper resolution
Resolving LAN issues/WAN connectivity and others as assigned
Technical support on deploying new equipment
Follow up with the vendor on hardware break fix and ensuring hardware is delivered in working condition with in time frame
Continuous improvement in work area and updating on new technologies
Document and provide updates to team on new findings and solutions for knowledge transfer
Take additional responsibility to that may be assigned from time to time by your reporting manager
Providing ongoing support on telephone extension movement and assignment
Coordinating with internet service providers for ongoing support and service restoration
Monitor and maintain EPABX call backup on daily basis
Other responsibility’s assigned by the Reporting manager