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Qualifications
● Experience – Min. 0 Month to 1 Year (Mandatory) and 1 to 2 Years (Preferred)
● Written and verbal communication skills.
● Exceptional ability to multitask.
● Responsible for responding to customer requests, including but not limited to, answering calls via a phone queue, customer emails, chat support requests and providing after hours on call support for troubleshooting technical issues.
● Support end-user devices/peripherals, including but not limited to computer hardware, operating systems, communications, software applications, data processing and security.
● Support activities include supporting end-users accepting IT break-fix requests from customers across multiple entry points, providing IT break/fix issue resolution or escalation of the issue to the appropriate team.
● First line help desk; resolve basic level 1 and some level 2 issues including remotely troubleshooting issues relating to hardware and software (typically Windows, Mac OS, Apple, Google for Work, Android Phone Support, MDM, AirWatch etc.)
● Exposure to retail industry devices such as Point-of-Sale devices, Zebra devices, switches, routers, printers, other store equipment devices is preferred.
● Perform post-resolution follow-ups to help requests or incidents.
● Research issues and resolves technical problems.
● Creating/updating knowledge articles and support processes functions
