- Take ownership of customer issues reported and see problems through to resolution according to agreed standard SLA’s.
- Research, diagnose, troubleshoot and identify solutions to resolve customer reported issues.
- To provide staff and clients with server support and general maintenance.
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Compliance for following standard internal process and tools.
- To provide external client support via telephone, email and site visits when needed.
- Provide prompt and accurate feedback to customers.
- Efficiently communicate and report issues to Account Manager / Project Manager and technical team.
- Generating open tickets status report.
- Ensure proper recording and closure of all customer reported issues.
- Provide Softec Product Knowledge, Guidance and Support when needed.
Soft SkillsGood work ethicsGood English languageGood customer handling skillsStrong problem solvingStrong analytical skillsTeam player with excellent team spiritGeneral Technical SkillsIn depth understanding of Softec portfolio of products and services including different HW equipment’s used by customers.experience in the tech field,Experience of Microsoft Active Directory, DNS, DHCP, Exchange and File Servers.Good Working experience of Windows server trouble shooting.Good knowledge of SQL server and MSSQL Databases.Basic Scripting and Programming Experience.Good Working experience of IIS - Internet Information Service.Good knowledge of networking concepts.