• Research and identify solutions to software and hardware issues• Diagnose and troubleshoot technical issues, including account setup and network configuration• Ask customers targeted questions to quickly understand the root of the problem• Track computer system issues through to resolution, within agreed time limits• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue• Properly escalate unresolved issues to appropriate internal teams (e.g., software developers)• Provide prompt and accurate feedback to customers• Refer to internal database or external resources to provide accurate tech solutions• Ensure all issues are properly logged• Prioritize and manage several open issues at one time• Follow up with clients to ensure their IT systems are fully functional after troubleshooting• Prepare accurate and timely reports• Document technical knowledge in the form of notes and manuals• Maintain jovial relationships with clients

• E-mail configuration• Installation & Troubleshooting:• MS office, Mailing clients and other software• Hardware, Desktop & Laptops• Network Printer & Scanner• Operating System – Windows• Patch management for desktops, laptops• Troubleshooting all network and application issue

• Configure antivirus software to fully protect IT environment.• Monitor the performance of the computer systems and address issues as they arise.• Provide technical support for software reconfigurations to aid in function customization.• Test software performance throughout the desktop network to ensure peak performance.• Install computer hardware and software on desktops to keep versions current.• Network with LAN/WAN and active directory for continuous company connection• Maintaining mailing software communication system, MS Outlook