
Help Desk Engineer
3 days ago
We are seeking a highly skilled and motivated Technical Support Representative to join our team at CyberNet Communications.
- Must possess a degree or diploma in Computer Science, Engineering or related field
- Excellent organizational and interpersonal skills
- Flexible and proactive mindset with creative problem-solving abilities
- Previous experience in 24 x 7 Network Operation Center or call Center environment is desired
Job Description:
Responsibilities:- Identify, investigate, and resolve users' problems with computer software and hardware
- Deliver service and support to end-users using automated call distribution phone software and emails, and troubleshoot issues
- Monitor and respond to events, error conditions, and threshold events in network monitoring system, and troubleshoot events
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
- Follow standard processes and procedures
- Redirect problems to appropriate resources
- Accurately process and record call transactions using a computer and designated tracking software
- Stay current with system information, changes, and updates
- Excellent written and oral English language skills
- Strong technical, diagnostic, and troubleshooting skills
- Capable of managing between 20-30 inbound calls per shift and resolving technical issues
- Working knowledge of Microsoft Office (MS Word, Excel, etc.), Adobe PDF, and other basic business productivity software
- Understanding of IT system fundamentals and system management tasks
- Knowledge of networking principles and operating systems
- Ability to clearly document and articulate technical issues in English
- Reliable, dependable, self-motivated, and willing to learn
- Ability to work closely with peers and other teams
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