Tech Support

What you’ll be doing
• Provide first line support and technical expertise to troubleshoot, diagnose and resolve customer issues while maximizing customer satisfaction.
• Respond to, resolve and document all incoming cases reported by End-users via telephone, ticketing system and other support channels as required
• Provide global internal support for the entire organization (Locally and Remotely)
• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, VoIP etc
• Manage users and permissions in Active Directory, Google Apps, VPN, internal systems – files servers, Anti-Virus, Terminal Services etc
• Identify and escalate priority issues per Client specifications
• Monitor customers for Incidents that require investigation, diagnosis and resolution. Ensure incidents are correctly classified and updated on a regular basis. Work to customer SLA to ensure service is restored quickly to the end user
• Be on the lookout for trends occurring in the environment, gather evidence and facts to raise these to the attention of the team, so the problem can be identified and resolved 
• and future recurring issues can be avoided
• Follow written procedures, share knowledge among the team, create new documentation for both technical and end-user roles
• Stay current with the ongoing expansion and development of the company – be aware of system information, changes and updates
 
Position Requirements: 
Want to join? If you
• Strong technical abilities in many diverse technical fields, basic understanding of Windows environment, Active Directory services, Networking
• Working knowledge of computer hardware and physical device interfaces, experience with managing systems on Virtual platforms
• Ability to multi task
• Ability to work effectively in a team structure
• Strong verbal and written communication skills (English).