Manage ticketing tools like itsm remedy or service-now
The role is responsible for providing first-line post-sales telephone technical support for hardware, systems, and applications to internal and external customers
Job Summary
The role is responsible for providing first-line post-sales telephone technical support for hardware, systems, and applications to internal and external customers.
Candidates must apply basic diagnostic techniques to identify problems, investigate causes, and recommend solutions for common failures while escalating complex issues.
The position involves planning and leading interactive training sessions within the team and ensuring all SLAs are met through effective workload management.
Matching Summary
The role is responsible for providing first-line post-sales telephone technical support for hardware, systems, and applications to internal and external customers.
Skills & Requirements
Must-have
Minimum 2+ years relevant experience
Troubleshoot network connectivity and user access
Manage ticketing tools like ITSM Remedy or Service-Now
Handle escalations to Field Engineering staff
Work knowledge of Windows, Mac, AD, Oracle, Exchange
Nice-to-have
Demonstrate intermediate problem-solving skills
Commitment to client satisfaction
Ability to handle multiple accounts and multi-task
Positive feedback from clients regarding service
Implement technological changes to enhance support functions
Key Requirements
Minimum 2+ years of relevant experience
People management and development capabilities
Formalizing monthly training plans and documentation
Working knowledge of specific applications and databases