Tech Services Executive

• Technicians must possess a wide range of technical skills and knowledge, including knowledge of computer hardware and software, operating systems, networks, and security compliance.
• Assist IT functions, acting as the local hands and eyes in resolving IT technical issues.

Essential Qualifications: Graduate degree or equivalent in electronics / computer science

Technical Qualifications: MCP Certification, A very good knowledge on windows & basic networking concepts.

Experience: Minimum of 2 years to 5 years of experience in end user computing.

Organization Structure: Report to the Team Lead

Work Schedule: Ability to work flexible schedule during day, night and weekend shifts.

Description of Responsibility

• Knowledge in Windows 10/11 OS installation
• Troubleshoot and resolve Technology related issues - Desktop, laptop, Scanners etc.
• Knowledge in Remote troubleshooting tools such as Dameware, LogMeIn.
• Hands on experience in HAM & SAM - Hardware & Software Variance
• Provide technical support to internal clients as per issues logged by the Service Desk/business team
• Diagnose and resolve problems related to operating systems, hardware, software and accessories.
• Maintain SLAs in resolving technical issues and ensure customer satisfaction
• Escalate problems appropriately as per the escalation matrix.

Knowledge & Skills / Competencies

• Troubleshoot PC hardware and software issues
• Troubleshoot Citrix virtual workstations
• Troubleshoot printing issues
• Triage network/internet connection issues
• Familiarity with Active Directory and Citrix
• Windows Administrator - Endpoint/Desktop Support Incident
• Service Request Management
• Good Communication skills
• Exposure in ITSM tool like BMC Remedy, ServiceNow, etc.
• Exposure to MAC OS troubleshooting will be an added advantage