Helpdesk Senior Representative

Grade 4 Helpdesk Specialist L1

Requirements:

• Experience in help desk/call support etiquettes.
• Strong problem solving, priority setting, and collaboration skills.
• Attention to detail.
• Adaptability to changing work environment and technologies.
• Excellent communication skills with Outstanding communication at all levels within an organization, externally with onshore clients both written and verbal.
• Good working knowledge of the Information Technology Infrastructure Library (ITIL) to recognize appropriate aspects in the incident, problem, and change processes and improvements
• 3 to 4 years overall experience in a technical support role
• Minimum 1 year of experience in IT Service Desk and 1-2 years of experience in technical support role
• Bachelor’s Degree in related field.

Technical Skills:

• Basic knowledge of Microsoft AD, DHCP, DNS.
• Basic knowledge of networking (IP address, Mac address, VPN, Subnet, Proxy)
• Basic knowledge/experience with Networking and troubleshooting (TCP/IP, DNS, DHCP, tracert, LAN)
• Basic knowledge of Microsoft Exchange (Distribution Group, DNS Record, License management, Mail Flow Rules, Email Forwarding, Mailbox Conversions)
• Basic understanding of Virtualization likewise VMWARE/HYPER-V/Citrix.
• Proficiency in computer usage, internet, and Microsoft Office suite of applications (Outlook, Word, Excel, PowerPoint, Etc.)
• Contribute to technical knowledge base
• Preferred if having MCSE/MCSA OR basic level certifications in AWS/AZURE Cloud.

Work Timings: Flexible to operate in 24/7