- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Maintain jovial relationships with clients
2-3 years of relevant experience as a Desktop Support Engineer.Should be flexible to travel to Iron Mountain Warehouses both within EuropeExcellent written & oral communication in English & local languages, with professional articulation skills required for interacting with customers.Knowledge of network security practices and anti-virus programsExperience using ITSM tools such as Service now.Good understanding of G suite productExperience in supporting Win10, 11, macOS, iOS and Android Product.