Tech Support Professional

6 days ago

Lahore, Punjab, Pakistan beBeeTechnical Full time 601,000 - 801,000

Job Summary:

We are seeking a skilled and experienced IT professional to join our team as a Technical Support Specialist. This role involves providing technical assistance to internal/external users and clients, resolving network, systems, and software-related issues, and ensuring a high level of customer satisfaction.

Responsibilities:
  • Tackle complex issues and service requests reported via calls and emails
  • Diagnose and resolve issues, manage email threads in Outlook shared mailbox, and respond with proficient technical writing skills
  • Accurately maintain logs and track reported issues and requests via unique tickets
  • Assignment of tickets to correct teams, complete the cycle of tickets (open to end)
  • Manage/troubleshoot user accounts, user-permissions, cease user accounts and rights on corporate resources by applying group policies
  • Troubleshoot Level-1 (preliminary diagnosis) of issues on Windows and Mac OS
  • Deal with minor Microsoft Outlook issues, provide support for email configuration settings on the exchange
  • Provide/troubleshoot VPN services for remote users
  • Provide onsite and remote help using VNC/Team Viewer utility
  • Deal with desktop support issues i.e. Application issues (Microsoft Office applications, client provided applications, in-house developed applications), ensure and apply essential updates & fixes
Qualifications and Skills:
  • Bachelor's or above Degree in Information Technology, Computer Science or related field
  • Experience in ServiceDesk, Access, Incident, Change, Problem Management and IT Infrastructure will be preferred
  • Excellent verbal and written communication skills
  • Technical writing skills
  • Problem-solving skills adept at quickly dissecting an issue into its component parts and identifying the root cause or opportunity
  • Excellent prioritization skills - ability to multi-task and work well under pressure and adjust work accordingly, often against tight deadlines and without continued direct supervision
  • ServiceDesk/CRM/ITSM tools experience preferred
  • Ability to comprehend Native North American, British or Neutral Language Accents
  • Basic knowledge of ITIL Framework
  • Knowledge of fundamental operations of relevant software, hardware and other equipment

Benefits:

  • Flexible shift timings available

Working Environment:

  • Dynamic and fast-paced environment

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