Job expirat
The Role:
• Be responsible for providing the level 1, 2 or 3 technical support for hardware such as: Laptops, Desktops, PDA’s, and Printers, and providing software technical support for products such as; Microsoft Windows Operating Systems, Microsoft Office, Lotus Notes, Smart Suite and other proprietary software.
• Answers technical questions about installation, operation, configuration, customization, and usage of assigned products.
• Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
• Typically provides effective telephone technical support for various clients and internal employees.
• Handle the escalation from level 1 team members.
• Escalates complex problems to higher level of expertise within organization
Key Responsibilities:
• To work in a 5*12 shift pattern and be flexible.
• Provide Level 1, 2 or 3 support to end users to resolve incidents and diagnose underlying problems using remote connection tool set and implement corrective actions.
• Performs required troubleshooting on all calls, and escalates, as necessary, any calls outside agent’s established technical knowledge boundaries.
• Ensures customer satisfaction on all completed calls, or verifies that customer has alternative plan for problem resolution.
• Incident and Service Request Management through the certain incident management system.
• Monitor all open tickets to agreed SLAs
• Effectively communicate with members of management and technology support teams.
• Informs supervisors of any work conflicts, dissatisfied customers, or hardware/software malfunctions.
• Other responsibilities which may be needed from time to time and as assigned by Management.
Skills and Capabilities Required:
• Minimum of a High School diploma or GED required, College degree or above will be consider for more senior positions.
• Strong IT background (OS, Application software, Networks & IT infrastructure)
• Good in trouble shooting application problems
• Fluency in both English and at least one of the following languages: French, Italian, Spanish, German, Portuguese, Polish, Czech, Slovak, Russian, Slovenian, Turkish and Arabic.
• Possess strong team building skills.
• Minimum 1 year of relevant experience; preferably with a telephone customer service positions with multi-national information technology companies.
• Completed Technical Certifications such as A+, MCP, MCSE are preferred.
Manpower Group recruits on behalf of: An American global information technology company that provides a portfolio of IT services, software, and technology.