Job Title

• Serving as the first point of contact for customers seeking technical assistance over the Phone & Self-Service tickets / Chat • Willing to work in night shifts over prolonged period • Excellent written & spoken communication skills • Demonstrate effective soft skills, active listening skills and ability to empathize with customer’s situation • Effectively manage length of calls, handle time, and after call work • Walk the customer through the problem-solving process • Determining the best solution based on the issue and details provided by customers • Provide accurate information on IT products or services • Good troubleshooting skills involving: O Assisting users with password resets and account unlock for reported incidents and requests. • Performing remote troubleshooting through diagnostic techniques and pertinent questions • System boot issues and Microsoft Office related issues O Provide connectivity support for home users including network broadband, Virtual Technologies, and VPN o Providing support on technologies such as MFA, SCCM o Providing smartphone assistance for in home connectivity o Providing Apple, Android device support over the phone o Using specific tools to diagnose issues, make recommendations for resolution o Placing corporate phone orders through authorized vendor portals o Supporting hardware collection of terminated employees o Providing support through the technologies such as Nexthink, Controlup and App Volume Manager o Providing support to MacOs devices. O Good working knowledge and experience in Active Directory (Add/Remove & Edit Users), Office 365, Jamf. O Printer configuration and troubleshooting o Creating and updating the Knowledge base articles for the infrastructure support.