About the job

Responsibilities

• Adherence to company’s defined Standard Operating Procedure (SOP)
• Routine review Standard Operating Procedure (SOP) for best Industry practices and efficiency
• Attend duty shifts as assigned by the departmental manager
• Research and identify solutions to software and hardware issues
• Continuously updating knowledge and capacity within the team to provide optimum solutions to customers
• 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 to clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue
• Visits to customer premises for calls and implementation / roll outs
• Properly escalate unresolved issues as per SLA’s
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate technical solutions
• Ensure all issues are properly logged and documented
• 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 relationships with clients
• Updating / Monitoring of REDMINE (CRM System) / Manager on daily basis
• Weekly Meeting Reports (using specific format provided by management)
• BOQ’s and Site Survey Reports as and when required (using defined format provided by Manager)
• Prepare progress report for the activities carried out for the clients as well as in-house premises
• Risk assessment

Requirements Knowledge And Experience

• At least minimum of bachelor’s degree or Advance Diploma in one of the following fields, Information Communication Technologies, Computer science or equivalent
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
• Preferred 1-2 years of Hands-on experience with WindowsServers/Cisco Network and Security solutions/Sophos Security Solutions.
• Highly self-motivated and directed.
• Strong customer’s service orientation.
• keen to build his/her career in domain of System integration, System Security, Network Integration and Security.
• Good knowledge and understanding of computer systems, mobile devices, troubleshooting techniques and basics of Information security with ability to diagnose and resolve technical and security issues.