Tier II IT Specialist JB-780

Your responsibilities:    
Serve as the first point of contact for customers seeking technical assistance over the phone or email   
Perform remote troubleshooting through diagnostic techniques and pertinent questions   
Determine the best solution based on the issue and details provided by customers   
Walk the customer through the problem-solving process   
Direct unresolved issues to the next level of support personnel   
Provide accurate information on IT products or services   
Record events and problems and their resolution in logs   
Follow-up and update customer status and information   
Pass on any feedback or suggestions by customers to the appropriate internal team   
Identify and suggest possible improvements on procedures   
End to End support on solutions involving developments 
  Your Required Skills:    
Proven practical experience in Microsoft environment   
Proven practical experience in Apple Mac environment   
At least 3 years’ experience in large scale enterprise companies:   
 
Great experience in MS products (MAC is an advantage)   
Proven strong problem solving capabilities   
Excellent customer service orientation   
In addition the candidate should have these attributes:   
Initiative & Out of the box thinking   
Team player with good interpersonal skills   
Highly motivated and will to work hard   
Quick learner with a desire to learn new tools and techniques   
Ability to lead projects, documentation and IT process