JOB DESCRIPTION DETAILS
The TSG Helpdesk acts as the first Point of Contact (POC) in providing technical and troubleshooting assistance related to basic computer hardware, software, technical tools, and other products.
PRIMARY DUTIES & RESPONSIBILITIES
- Ability to translate their technical knowledge into actionable directions by means possible (emails, calls, personal).
- Be able to research on problems given to be able to come up with a workable solution.
- Provide prompt responses based on the expected Service Level Agreement (SLA) and severity codes.
- Conduct first-level diagnosis support to the end-users in accordance with established processes.
- Documentation of incidents and remedies implemented by correctly logging in issues, categorizing and prioritizing in line with team procedures.
- Escalate complex incidents to second-level support personnel with apt recommendation, for further investigation and resolution.
- Provides timely updates by giving correct level of priority and attention to the raised issues of the customers.
- Share knowledge and best practices with colleagues with seen potential of managing teams.
- Manage a number of scheduled tasks designed to ensure that the systems remain operational.
- Participate in client-facing responsibilities as part of job duties.
- Engage in direct client interactions, including managing relationships, addressing inquiries, and participating in meetings.
- Perform other IT Operations tasks as may be assigned by superiors.
QUALIFICATIONS
- Bachelor's degree in Information Technology, Computer Science or other related fields
- Possess a degree of technical knowledge across a broad range of technologies and products including Hosting (Linux, Windows), firewalls and or WAN (wide area networks) technologies and coding language .Net
- Familiarity with Windows 11, Microsoft Intune and Microsoft Office 365
- Natural aptitude for troubleshooting in a technical support environment
- Preferred qualifications include understanding of CISCO networks, Microsoft solutions, Fortinet Network security.
ADDITIONAL QUALIFICATIONS
- Strong analytical and organizational skills
- Excellent customer service skills
- Ability to communicate professionally
- Amenability to work a fast-paced, on-call, environment
