IT Technical Support

Act as the first point of contact for clients' technical support inquiries and issues.Deliver timely and accurate responses to clients' support tickets or queries.Remotely troubleshoot technical problems reported by clients, and provide solutions or workarounds.Collaborate with internal teams to resolve complex technical issues.Provide user training on new system functionalities.Document and maintain records of support activities, including solutions and resolutions.Continually update technical knowledge and skills to keep up with product updates and enhancements.

Must have a Bachelor's degree in Computer Science, Information Technology, or a related field.Have 0-2 years of experience in technical support roles, ideally in ITSM solutions or ITIL best practice implementation.Have knowledge of IT Service Management concepts, ITIL framework, and best practices.Have experience with ITSM tools and platforms, preferably with familiarity with ManageEngine ServiceDesk Plus or similar products (Ticketing system).Understand IT infrastructure components, such as Domain, servers, networks, databases, and applications.Be able to work collaboratively with team members and other departments to resolve customer issues.Excellent English proficiency.Have strong communication, problem-solving, and customer service skills.