Help Desk Specialist

Job Description

• Diagnoses and troubleshoots software and hardware problems and helps our customers install applications and programs.
• Configures operating systems and using remote desktop connections to provide immediate support.
• Installation and configuration for VPN clients according to the customer’s policies and procedures.
• Ensures security and upgrades are applied to desktops and laptops and kept up to date
• Diagnoses and troubleshoots technical issues, including account setup and network configuration
• Follows up with clients to ensure the problem is resolved.
• Manages multiple cases at one time and Testing and evaluating new technology.
• Evaluates system potential by testing the compatibility of new programs with existing programs.
• Provides outstanding phone, email, web chat-based technical and account services support to our customers
• Diagnoses and solves Server software or applications faults (Antivirus Microsoft Office ..Etc.).
• Processes customer correspondence Handle escalated calls or escalated customer issues.
• Achieves Key Performance Indicator targets to meet business goals and objectives.

Job Requirements

• A bachelor's degree in computer science or related technical field is preferred.
• Proven working from 3 to 5 years of relevant experience in enterprise technical support, IT support-Strong problem-solving skills.
• Certification in Microsoft or Cisco is advantageous.
• Basic network troubleshooting is a must.
• Excellent written and verbal communication skills.