Support Technician I

Experience supporting global clients (preferably US/UK) providing support for Microsoft Office and Windows OS.

Requirements:

• Qualified graduates only.
• Excellent communication skills.
• Must be open to work in shifts 24/7.
• Prior experience handling technical calls and chats.
• Proven knowledge of computer systems and functions.
• Proficient support of Microsoft products.
• Ability to configure devices within the Windows OS.
• Must be open to work in a 24x7 environment.
• Strong understanding of Windows 10 OS (deployment and support), Office 365 (user and group), Active Directory (creating and managing user accounts, creating and managing distribution/security groups).
• Basic knowledge of Azure.
• Incident management and hardware/software troubleshooting skills.
• Familiar with device OS installation or re-imaging.
• Familiarity with cross-platform basic troubleshooting tasks (ping, traceroute, etc.).

Responsibilities:

• Perform ticket queue management.
• Monitor inbound customer ticket requests and route/troubleshoot.
• Administer and provide user account provisioning.
• Provide support for business software including Microsoft Office.
• Ensure that all tickets are progressed to satisfactory resolution within the relevant SLA.
• Provide call logging and basic technical support to callers.
• Ensure that tickets are monitored and followed up on.
• Perform capabilities gap analysis and drive continual service improvement across end user support services.
• Own tickets throughout their lifecycle in line with the ITIL model.
• Regularly update customers on their open tickets.
• Provide excellent customer service and call handling, including email updates.

ITIL knowledge including ServiceNow and experience of working within the framework, along with some technical IT knowledge, is a plus.

Role Dimensions:

International customer base.