Senior Associate - Technology Support Analyst

Job Title: Technology Support Analyst

· Provide tier 1-2 technical support in a global environment, supporting hardware, software & apps.

· Supporting Office365 & Gmail email solutions

· Manage endpoints, push OS patches & policy rollouts

· To support Windows & MAC operating systems

· To do user administration on ERP system

· Address user tickets regarding hardware, software, and networking ( DHCP, DNS)

· Walk customers through installing applications and computer peripherals

· Troubleshooting network issues.

· Ask targeted questions to diagnose problems

· Guide users with simple, step-by-step instructions

· Conduct remote troubleshooting

· Test alternative pathways until you resolve an issue

· Customize desktop applications to meet user needs

· Record technical issues and solutions in logs

· Direct unresolved issues to the next level of support personnel

· Follow up with the users to ensure their systems are functional.

· Report customer feedback and potential product/requirement requests

· Help create technical documentation and manuals

· Zoom & WebEx administration & troubleshooting is an added advantage

Necessary Skills and Experience

· Bachelor of Engineering/computer science or equivalent from a recognized University

· Proven work experience of 4+ years as a Technical Support Engineer

· Should be comfortable in working shifts & should have supported Global Customers.

· Good understanding of ITIL

· Strong ability to learn new technology and ramp-up quickly.

· Ability to work in a high-energy technical team environment as a team player.

· Positive and energetic phone skills, excellent listening skills and strong writing skills.

· Good communication skills.