1. Ability to diagnose and troubleshoot basic technical issues
2. Taking ownership of customer issues reported trough TT.
3. Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
4. Making sure any received case is recorded on the TT.
5. Actively checking assigned TT(s) on TT system
6. Accepting walk-in cases to troubleshoot & opening TT for each case
7. Ensuring TT(s) are not breaching SLA
8. Actively listening to customers to understand their issues or concerns
9. Install, configure, and troubleshoot computer systems, servers, and network issues
10. Provide daily technical support services for information technology establishments
11. Receive customer calls occasionally to provide step-by-step guidelines for the resolution of a technical issue
12. Document and track customer issues using a ticketing system to ensure quick resolution
13. Explain highly technical details to customers using simple understandable terms
14. Participate in development of information technology and infrastructure projects
15. Ensure compliance with service agreements
16. Maintain an up-to-date knowledge of company products and services
17. Stay abreast with technological developments and trends
18. Educate customers on the features of company products/services to minimize technical challenges
19. Follow-up on customers to ensure their issues are completely resolved