Technical support and troubleshooting: Resolve problems related to desktop computers, laptops, printers, copiers, scanners, software applications, etc.
Critical Thinking or Analyze Trends Identify emerging trends and issues and makes suggestions for technical solutions to solve current and possible future problems.
Project Engagement Participate in local and global projects lead by various teams in IT. Projects include new deployments of hardware and software, lifecycle equipment, and testing of new solutions.
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Monitors customer support for technical solutions implemented and alerts the field sales to potential customer satisfaction threats or competitor activity.
Creates documentations and technical knowledge transfer to customers.
Provides expert advice on technical proof-of-concepts evaluation.
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Career Growth: Gain professional training, experience, and opportunities for advancement.
Supportive Environment: Be part of a professional team that values collaboration and individual contributions.
System & Hardware Maintenance: Set up, configure, and maintain employee workstations, laptops, printers, office network equipment, and telecommunication systems.
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Conduct product and business-related training for call center agents to ensure their proficiency in product usage and strict adherence to service standards.
Effectively identify operational issues within the call center, optimize business processes, and improve service efficiency.
Bachelor's degree or above, any major is acceptable; minimum 1 year of on-site call center support experience, with a background in the security industry preferred.
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Identify the correct SOP for a given technical problem. Use internal and external documentation to guide resolution.
Document technical issues clearly and in detail in the trouble ticket system. Know when and how to escalate confidently.
Safely lift, install, and rack equipment using provided lifting tools, including in confined spaces or at height, following health and safety guidelines.
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Deliver on-site, high quality, hands-on support diagnosing, troubleshooting and resolving issues successfully, evaluating log files to determine the health of systems, software and hardware
Effectively manage and oversee IT asset inventories
Manage the ticket queue to support fluctuating case counts of trouble tickets, ensuring the customer is consistently updated on next steps through resolution
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