Role and Responsibilities

● Maintain essential IT operations, including operating systems, applications, servers, software, and hardware

● Handle mission-critical IT tasks and system improvements

● Ask customers targeted questions to quickly understand the root of the problem

● Track computer system issues through to resolution, within agreed time limits

● Communicate with clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue

● Provide prompt and accurate feedback to customers

● Refer to internal database or 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 the systems are fully functional after troubleshooting

● Prepare accurate and timely reports

● Maintain strong relationships with clients

● Work on on-call/shift bases as required

● Ability and willingness to quickly learn new technology and software

Skills and Qualifications

● BS in Computer Science or similar field

● Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

● Hands-on experience with Windows/Linux/Unix environments

● Good understanding of computer systems, mobile devices and other tech products

● Basic knowledge of cloud concepts and networking

● Ability to diagnose and troubleshoot basic technical issues

● Familiarity with remote desktop applications

● Excellent problem-solving and communication skills

● Ability to provide step-by-step technical help, both written and verbal

● Telco Infrastructure Experience 

If you are interested in this position, you are welcome to contact us at [email protected]