TechnicalSupportTechnician

Job Purpose: This is the first point of contact for the customers when they need to raise a request or incident ticket. The Level 1 position usually consists of technicians who have a working knowledge of the most common issues that might occur in an IT environment, including password resets, basic hardware triage. Responsibilities: Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible; log all Incident/Service Request details, allocating categorization and prioritization codes; provide first-line investigation and diagnosis of all Incidents and Service Requests; owns all Incidents and Service Requests throughout the lifecycle Assign unresolved Incidents to appropriate Level 2 Support Group Keep users informed about their Incidents’ status at agreed intervals; verify resolution with users and resolve Incidents Escalate Major Incidents to the Incident Manager Escalate Incidents at risk of breaching SLA to Incident Manager Qualifications: _Education_ High School graduate is required Associate's Degree in Information Technology is preferred Certifications preferred: * Comp TIA Server A+ * CompTIA Network _Experience_ 1 to 3 Years of relevant work experience is required. Knowledge, Skills and Abilities: Able to execute instructions and to request clarification when needed. Possesses strong data entry skills. Able to use common office equipment. Able to demonstrate complex problem solving, critical thinking, and decision-making. Able to recognize and attend to important details with accuracy and efficiency. Able to communicate clearly and convey necessary information. Able to converse and write effectively in English and other local / regional language. Able to interact effectively with higher levels of management (managers & above) Understand, communicate, and collaborate effectively with people across various identities. Able to adjust readily to change and adapt as needed. Able to constr