Duties and Responsibilites - Level 1 and 2 experience in technical support- CRM - 3+ years experience in Help Desk or Customer Support environment to US customers- Phone support- Expert understanding of MS Office products- Email Handling and ticket management system WHD

Primary support for PCs, Macs, basic Servers, Smartphones, productivity apps (like Office) and preventive maintenance. Providing advice and training via remote control of the user's machine including chat. email support.

Maintenance VSAT and other Telecommunication Equipment'sGeneral user administration and support, troubleshooting, Software installationProviding end user support on email and computer software/hardware.Radio HF/VHF Programming. Network security and troubleshooting.

Maintaining public systems on the Internet, including installation and maintenance of servers,UNIX/Windows operating systems and other freeBSD systems PFsense.Maintaining the security of those systems, including Monitoring of security advisories and logs, upgrading software, and applying patches;Overall network presence in a variety of other areas, including core electronic mail capabilities, and our DNS servers;O/S installation and maintenance, load balancing, firewall management… Show more Maintaining public systems on the Internet, including installation and maintenance of servers,UNIX/Windows operating systems and other freeBSD systems PFsense.Maintaining the security of those systems, including Monitoring of security advisories and logs, upgrading software, and applying patches;Overall network presence in a variety of other areas, including core electronic mail capabilities, and our DNS servers;O/S installation and maintenance, load balancing, firewall management, DNS and backup/restoration procedures;General user administration and support, troubleshooting, installing and upgrading servers and applications, managing capacity, tuning performance, scripting and producing documentation.Monitor stability and performance of all systemsProvide support for common administrative tasksDiagnose, correct and document system level problemsManage and operate back-up systems for production and development environmentsDocument standard operating procedures for the technical ecosystems that are being managedShare on-call responsibilities to provide 24x7 support Show less

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 .issueProperly escalate unresolved issues to appropriate… Show more 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 .issueProperly escalate unresolved issues to appropriate internal teams (e.g. software developers)Provide prompt and accurate feedback to customersRefer to internal database or external resources to provide accurate tech solutionsEnsure all issues are properly loggedPrioritize and manage several open issues at one timeFollow up with clients to ensure their IT systems are fully functional after troubleshootingPrepare accurate and timely reportsDocument technical knowledge in the form of notes and manualsMaintain jovial relationships with clients Show less