Overview:
Looking for self-motivated experienced Computer science Graduate with detailed, technically skilled and talented individuals to join our team. You should have a broad set of skills, that includes in-depth know how of Windows operating systems, Networks, software, hardware, Software licensing / Compliance, good command on Microsoft Office with ability to cater customer queries regarding Office suite, excellent mind set for trouble shooting software / hardware issues, excellent know how of Microsoft Patches and their implementation, should be at ease in providing remote access support to the customers. The candidate is expected to have Excellent Communication skills (Verbal & non verbal) in English language.

Reports to:
Operations Manager Help Desk

Work Location:
Lahore / Islamabad / Karachi

Key Responsibilities:

• Assist end-users in identifying and solving problems related to computers, hardware, software, and other related items via the telephone and remote desktop support.
• Provide accurate and complete descriptions of problems, inquires and requests in a problem management ticket.
• Investigate end-user problems to determine source of the issue.
• Must be familiar with Remote access utilities like VNC / Windows remote desktop.
• Excellent knowledge of software / hardware along with operating systems in order to provide level 2 support.
• Must have proactive approach in order to resolve end-user issues.
• Create and appraise documentation to support the help desk organization in resolving problems.
• Cultivate uninterrupted process improvement for practice by collaborating with the team.
• Sustain a high standard of business and ethical conduct with end-users, team and with management
• Have the ability to work with minimum supervision and take ownership of the issues and get them resolved.

Key Performance Requirements:

• Must be detailed oriented in regards to troubleshooting and documentation.
• Must possess superior Microsoft Office skills (Word, PowerPoint, Excel, Outlook, Visio, Access and Project).
• Be able to draw extensively on experience to plan and accomplish goals
• Ability and skill to multitask in high pressure environment.
• Experience in handling irate customers and meeting SLA’s.
• Must be willing to work night shift.

Experience:
At least 2 years of experience in the technical Support role in Internet Service providing or a multinational organization.

Personal Attributes:

• Written and oral communication needs to be at the highest level – from a technical and business perspective.
• Should be hard working, inventive, with “go-getter” approach and capability to take initiative.
• Ability to perform successfully under stressful circumstances such as directional changes, tight deadlines, etc.

Qualification
Bachelors degree in Computer Sciences.

Technical Knowledge:

• Requires sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve many inquires independently.
• Strong Technical methodology skills and exposure to common issues that crop up on Local Area Network / operating systems.
• Required knowledge of and experience with Dial up, DSL, Cable, with ability to trouble shoot their common problems.
• Knowledge of intra/internet applications, LAN / WAN.