Provides second-line investigation and diagnosis, resolves and closes incidents/service requests, escalates unresolved incidents, ensures tickets are updated, liaises with clients and other IT support groups, performs PC staging, IMAC, hardware and software maintenance, troubleshoots and resolves PC incidents, coordinates with Service Desk, assists local Server Team, and provides special events coverage.
- Key Responsibilities:
- Investigate and diagnose incidents
- Resolve and close incidents/service requests
- Escalate unresolved incidents
- Update tickets
- Liaise with clients and other IT support groups
- Perform PC staging
- Perform IMAC
- Conduct hardware and software maintenance
- Troubleshoot and resolve PC incidents
- Coordinate with Service Desk
- Assist local Server Team
- Provide special events coverage
- Requirements:
- Bachelor's Degree in Computer Science or relevant field
- English language proficiency (reading, writing, and speaking)
- Flexibility to work non-standard hours
- Good customer interface and interpersonal skills
- Understanding of customer satisfaction principles
- Team player
- Ability to work under pressure
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