Desktop Support Tech I Full Time NEW

Responsibilities:

• Provide frontline technical support to end-users, addressing hardware, software, and network issues via phone, email, or chat.
• Assisting with new installation of applications through software center by accessing end user machines remotely.
• Support uninstall/reinstall troubleshooting of all software application related issues.
• Handling password reset, account unlock through Active Directory and queries related to user account status.
• Providing support in configuring MFA setup to allow end users to log into Organization tools and applications.
• Resolving end user network and VPN connectivity issues.
• Performing basic troubleshooting of OS issues such as blank screen, blue screen, System performance, display, and BitLocker issues.
• Assisting with help of installation and configuration of Office Printers drivers by accessing their laptops via remotely to provide quicker resolution.
• Resolving major application issues such as Microsoft outlook calendar does not synch, Teams meeting not working, unable to send and receive emails, outlook not launching in mobile (android and iOS), O365, OneDrive and MSOffice applications via remotely.
• Basic level troubleshooting of Poly Audio and Video equipment in the Board rooms, meeting, and training rooms.
• Knowledge in Exchange of creation, deletion of DLs, adding and removing team members from the DL.
• Providing Level 1 support for VDI and RDP connectivity issues.
• Demonstrate strong documentation skills as it pertains to tracking, detailing, and explaining troubleshooting steps taken to route the tickets to the appropriate levels, and follow escalation policies defined.
• Follow instructions and technical guidelines using standard operating procedure (SOP) documents updated in Confluence.
• Responsible for maintaining and hitting targets for KPIs and Metrics such as Average of Speed answer, Average handling time, CSAT, Quality, First Call Resolution (FCR), First Level Resolution (FLR), and ticket Response Time.
• Collaborate with Tier 2 and Tier 3 teams to share knowledge, resolve issues, and improve support processes.
• Participate in training and professional development to enhance technical skills.

Qualifications:

• High school diploma or equivalent qualification required.
• Ability to pass English competency test.
• Basic understanding of computer hardware, software, and networking concepts.
• Relevant vocational training or certifications in information technology preferred (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate).
• Excellent customer service skills and strong communication abilities.
• Ability to work effectively in a fast-paced and team-oriented environment.
• Willingness to learn and adapt to new technologies and processes.

Required Knowledge:

• Familiarity with Windows and macOS operating systems (basic proficiency).
• Basic knowledge of networking concepts and protocols.
• Proficiency in Microsoft Office applications (e.g., Word, Excel, Outlook).