· Service Desk and create Incident tickets or Service Request tickets, logging all pertinent Information.
· Receive calls, E-mails and Service tickets from end users.
· Monitor the help desk database and respond to help desk tickets in a timely manner
· Diagnose and troubleshoot technical issues, including account setup and network configuration.
· Follow up with clients to ensure their IT systems are fully functional after troubleshooting
· Deploy new user hardware, OS upgrade, SW updates & troubleshooting end user issues day-to-day issues.
· Respond to client issues, applications, and hardware, and take corrective actions.
· Diagnose (hardware, software, printing solutions, peripherals, &network) to conclude the optimal way to resolve issues.
· Perform desktop application installations, upgrades, and other support and maintenance activities.
· Communicate effectively and professionally with clients and other team members while gathering information to facilitate problem resolution.
· Manage Antivirus/ Security Endpoint Solution Tasks and policies (i.e. Symantec- Kaspersky - MacAfee).
· BSc In Information Technology, Computer Science Only.· 2 to 3 years of experience In the IT Field.· Proven experience as a Service desk technician and customer support role.· Technical and working knowledge of Office 365 and remote control.· Good understanding of computer systems, mobile devices and other technology products.· Ability to diagnose and resolve technical issues.· Having a Certificate (CompTIA A+, N+, ITIL Foundation, Microsoft Certified Solutions Associate on Windows 10) is a plus.· English Proficiency.· Excellent communication skills.· Technical writing skills.