Job Summary
Job Summary : • Provide hardware / software / network problem diagnosis / resolution via telephone for customer’s end users. • Resolve or Route incidents and requests to appropriate teams • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. • Administer and provide User Access and Exit controls. • Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumventions. • Work closely with helpdesk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork. • Work closely with support staff to obtain technical knowledge and to permanently solve chronic problems. • Perform effectively as a project leader or project team member as required for helpdesk projects and internal assignments. • Willing to participate in on the job and commercial training designed to enhance skills and support capabilities. • Troubleshooting mobile devices (knowledge of AirWatch/Mobile Iron/Blackberry/Good for Enterprise is a plus) • Willing to work in different shifts and national holidays as required by Operations.
Key Responsibilities
Job Responsibilities : • Provide hardware / software / network problem diagnosis / resolution via telephone for customer’s end users. • Resolve or Route incidents and requests to appropriate teams • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. • Administer and provide User Access and Exit controls. • Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumventions. • Work closely with helpdesk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork. • Work closely with support staff to obtain technical knowledge and to permanently solve chronic problems. • Perform effectively as a project leader or project team member as required for helpdesk projects and internal assignments. • Willing to participate in on the job and commercial training designed to enhance skills and support capabilities. • Troubleshooting mobile devices (knowledge of AirWatch/Mobile Iron/Blackberry/Good for Enterprise is a plus) • Willing to work in different shifts and national holidays as required by Operations.
