Respond to Support Requests

• Handle incoming tickets, calls, or chats from users with technical issues.

Troubleshoot Common Issues

• Assist with problems related to software, login credentials, connectivity, printers, or email.

Escalate Complex Problems

• Identify issues that require higher-level support and forward them appropriately.

Document Resolutions

• Record solutions and troubleshooting steps clearly within the ticketing system.

Follow Standard Procedures

• Adhere to predefined workflows, scripts, and escalation protocols.

Monitor System Status

• Observe system alerts or reports and inform supervisors of any abnormalities.

Maintain Communication

• Keep users informed about the status of their issues and follow up when necessary.

Support Basic Network and OS Issues

• Provide initial assistance on network connectivity, basic system errors, or configuration problems.

Update Knowledge Base

• Suggest and contribute to support documentation for common issues.

Ensure Customer Satisfaction

• Handle users courteously and ensure their concerns are addressed efficiently.

• Basic Technical Knowledge: Familiarity with computer systems, networking basics, and commonly used software.
• Windows OS Basics : Ability to navigate settings, troubleshoot user issues, and understand event logs.
• Linux OS Awareness : Understanding of basic commands, file structure, and terminal navigation (optional but beneficial).
• Networking Fundamentals : Basic understanding of internet connectivity, IP addresses, DNS, and ping/traceroute tools.
• Basic SQL Understanding : Ability to run simple SELECT queries and understand database connection issues.
• Effective Communication : Clear and empathetic communication with users, both verbally and in writing.
• Problem-Solving Skills: Ability to follow troubleshooting steps and escalate when necessary.
• Customer Service Mindset: Patience, professionalism, and a focus on user satisfaction.
• Multitasking: Ability to manage multiple tickets or chats simultaneously.
• Tools Proficiency :Experience using support tools like ticketing systems (Zendesk, Freshdesk, Jira) and remote access software.