Responsibilities:

Provide remote technical support for computer, network, and mobile device problems and requests.

Handle operating system and remote connection problems in a networked PC and MAC environment and provide basic application support.

Other important considerations are:

• Answer customer phone calls and chat requests and resolve their issues immediately
• Select and resolve tickets from the queue of tickets submitted via web and email
• Must be able to work after-hours. Most hours will be daytime, but each person may be called upon for weekend work and occasional overnight hours
• guide customers through problem determination and resolution
• Thoroughly document and log all issues in the ticketing system, and promptly re-assign complex problems and requests that require a senior level or on-site support to respective technical or local support teams.

Requirements:

• Candidate must possess at least a Bachelor's Degree in Computer Science/Information Technology, Engineering (Computer/Telecommunication), Engineering (Electrical/Electronic) or equivalent
• At least 1-2 years of working experience as Helpdesk support.
• Technical certification or equivalent work experience with Windows OS and application software problem troubleshooting and installation in the networked PC environment and PC hardware problem troubleshooting
• Knowledge of wired and wireless remote access methods, devices, and tools
• Must have good English communication skills
• A strong self-starter and desire to work in a fast-paced team-oriented environment
• Preferred but not necessarily required:
• Server administration experience to create files/folders, manage permissions, manage disk space allocation, create and manage printer queues, and perform file backups and restores
• Experience in providing support for mobile devices such as Blackberry, iPhone and iPad.
• Exchange server account administration experience
• Working knowledge of Apple computers/OS