Description
This role is responsible for resolving moderate to complex technical problems, providing comprehensive responses about services and products, and assisting customers proactively.
The role operates independently, using established protocols to address customer concerns with moderate judgment.
Responsibilities:
- Operate independently, adhering to established protocols to address customer concerns, with a degree of moderate judgment.
- Resolve technical problems of moderate to complex nature, encompassing hardware and software through incoming customer interactions and proactive notification systems.
- Provide comprehensive responses to questions about services, products, technical matters, and customer relations.
- Assist customers proactively to mitigate or prevent the occurrence of problems.
- Work effectively with clients, programmers, QA testers, and managers to ensure seamless project outcomes.
- Establish and maintain trusted relationships within customer accounts.
- Apply extensive knowledge, resolve complex issues, and recommend improvements.
- Coordinate departmental work, mentor the team, and serve as an escalation point for different issues.
- Identify opportunities for improvement, make recommendations, and assure effective business controls.
Education & Experience Recommended:
- High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience.
- Typically has 0-2 years of related work experience.
Knowledge & Skills:
- Active Directory
- Agile Methodology
- Automation
- Computer Hardware
- Printer knowledge
- Computer Science
- Desktop Support
- Help Desk Support
- Issue Tracking
- IT Service Management
- Microsoft Office 365
- Microsoft Windows 10/11
- Operating Systems
- Peripheral Devices
- Technical Support
- Effective Communication
- English/Arabic or French/English
- Results Orientation
- Learning Agility
- Digital Fluency
- Customer Centricity