Job Description:
 

Organizationally: Provide technical support (hardware / software) to end users (both US & India based) delivering solutions whilst providing excellent customer service. Provide a technical escalation point for level 1 desktop support technicians.

Departmentally: Take ownership to areas of technical support; help provide technical leadership for the Desktop Support department.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Active Directory User Administration.
  • Laptop/Desktop troubleshooting including aircard support and VPN support
  • Support end user applications
  • Maintains a broad knowledge of state-of-the-art technology, equipment, and/or systems; participates in professional development activities as appropriate.
  • Document all work in Ticket Administration Program
  • Create end user and support SOPs on systems and functions
  • Able to determine solutions to complex desktop support problems
  • Ability to provide technical guidance and instruction on the use of computer technologies.
  • Provide direction / training to Jr. Technical Support personnel
  • Write scripts to automate processes as necessary
 
 
 
Skills Required:
  4-6 Years experience with Windows workstations.
  4-6 Years experience in English speaking IT Telephone Support.
  Very Strong troubleshooting, analytical, organizational and English communication skills.
  Experience troubleshooting hardware issues (HP Desktops and Printers, Lenovo Laptops, Dell Desktops and Laptops)
  Advanced knowledge of networking protocols (TCP/IP, DNS, DHCP)
  Ability to take on new tasks and learn new technologies in a fast-paced work environment.
  Experience installing Windows XP, Microsoft Office, Outlook, various Windows Applications.
  2 year experience troubleshooting email clients and issues.
  Self motivated team player who will fit well into high-demand, fast-paced work environment.
  Ability to communicate in English effectively, both orally and in writing.
  Provide phone support to remote English speaking end-users
 
SHIFT HOURS: must be flexible to work evenings & nights