Job Description

• Research and identify solutions to software and/or hardware issues for your employees (Windows and IOS Systems) Diagnose and troubleshoot technical issues - basic troubleshooting (Windows and IOS Systems) 
• Ask your employees targeted questions to quickly understand the root of the problem 
• Track computer system issues through to resolution, within agreed time limits 
• Talk employees through a series of actions, either via phone, or email until they’ve solved a technical issue 
• Properly escalate unresolved issues with all background information and steps taken so far, to appropriate internal teams 
• Provide prompt and accurate feedback to employees 
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged 
• Prioritize and manage several open issues at one time 
• Follow up with employees to ensure their IT systems are fully functional after troubleshooting
• Prepare accurate and timely reports 
• Document technical knowledge in the form of notes and manuals

•  At least 6 months TSR1 experience related to Windows and IOS systems - basic troubleshooting 
• Knowledgeable with DNS, DHCP and VoIP.
• Exposure to ITIL v3 or V4
• Familiarity with MS 365

• Certification with Windows OS troubleshooting or the likes