Role and Responsibilities
Have a level of experience and understanding in the following services:

• Microsoft Windows for Endpoints
• Microsoft Office
• Microsoft Office 365 Suite
• Desktop and Laptop hardware fundamentals

Have the ability to perform the following functions:

• Be presentable at all times and represent the value of First Technology throughout your engagement with the customer
• Excellent telephone manner and written communication
• Ability to manage End User frustrations effectively, and exercise the patience needed to communicate to end users who may often be unhappy
• Ability to follow predefined procedures and escalate timeously to the Onsite Team Lead where required
• Ability to meet deadlines and complete tasks within SLA timeframes
• Ability to use knowledge base resources to resolve problems
• Providing basic training on computer operation and management to end users.
• Good attitude towards work and colleagues
• Consistent, prompt delivery of often common or repetitive tasks
• Strong troubleshooting and skills with a proven methodology - must be able to troubleshoot problems with minimal assistance:
• Working knowledge on Active Directory– required for the administration of user accounts and passwords
• Installing and troubleshooting Microsoft Outlook usability issues along with general connectivity to the internet
• Strong understanding of End User hardware and software
• Strong Desktop operating system knowledge and troubleshooting
• Strong Office automation skills and knowledge using N-Central (Nable)
• Facilitating feedback on current tasks
• Ability to manage users by applying good reasoning and logic
• Create new Incidents in the Service Desk daily,
• Troubleshoot, and show descriptive steps taken to resolve along with relevant time entries
• Collect a predefined set of information for each incident logged
• Identifying urgency, impact and general timelines of the issue
• Provide the necessary resolution or escalate for assistance
• Provide the necessary escalation to various Operations Managers, where urgency or impact has been identified
• Vendor Management - act as a point of contact for both vendor and Customer and carry out the necessary coordination of tasks or simply translate the requirement for both
• Ability to provide support to multiple Customer environments
• Ability to work independently
• Following up on issues and outstanding information
• Create and update records
• Attention to detail with scheduled tasks is vital.
• Research technology changes and be able to motivate technology changes to the Client where necessary