Other Specification

• Proven experience as a help desk technician or other customer support role
• Tech savvy with working knowledge of office automation products, databases, and remote control
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues.
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered
• Working understanding of Office 365 suite and its differences
• Good understanding of Network, IP Subnets, TCPIP and routing
• Understanding of VoIP and Cloud Telephony
• Understanding Cloud Applications and their place in the current IT landscape
• Knowledge of IOT Tools like N-Able, Zendesk and TrendMicro preferred.
• Ability to work in a low doc environment.
• Excellent time management and organizational skills.
• Certifications (Microsoft/ITIL/CompTIA A+) will also be highly regarded!
• Ability to work both as a team member and also assist colleagues.
• Professional telephone manner.
• Excellent computer skills and proven ability to learn new programs.
• Ability to follow procedures with attention to detail.
• Ability to show empathy towards customers and remain cool under pressure.
• Ability to resolve customer complaints and support issues to ensure all customers receive first-class service.
• Open and willing to learn, training will be provided.

NOTES

• Required for Kathmandu (NO WORK FROM HOME)
• Education - BSc/BA in IT, Computer Science, or relevant field.
• Experience required - 2-3 years in a similar field.
• Need to start working from 3:30 am.

Job Description

Officer – Level 1 IT Support/ Customer Service Assistant:

• 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, suggest, and build procedures.
• Provide first-class level 1 technical support to business customers
• Troubleshoot customer challenges with a problem-solving mindset and escalate to Level 2 or Account Managers where appropriate.
• Basic remote (level 1) tech support.
• Administer Microsoft O365 services.
• Advanced skill level in Microsoft Word, Excel & Outlook
• General remote management, maintenance and upkeep of IT hardware at all sites
• Provide support on email system and Internet access
• Help customers with computer problems and related issues
• Exceptional customer service skills
• A vibrant, flexible and can do attitude
• Ability to make decisions, problem solve and troubleshoot whilst under pressure
• Liaising with third party vendors.

Source: Merojob

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