Technical Support Analyst
1 day ago
JOB Description:
ROLE: Technical Support Analyst
Experience: 5+ years
**Essential Duties & Responsibilities**:
- Log all information technology support calls incidents and request into IT helpdesk ticketing system.
- Perform on-site diagnosis and resolution of problems for Thailand end-users, and recommend and implement corrective solutions.
- Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
- Imaging and upgrades of PCS and Laptops
- Assist in resolving the Cisco DMVPN/ADVPN connections of remote sites and Cisco anyconnet connections for remote users.
- Maintenance of Printers and Copiers
- Assist in preparing, maintaining, and upholding procedures for logging, reporting, and monitoring desktop operations.
- Maintain an inventory of all IT hardware equipment.
- Collaborate with Information Technology team to ensure efficient operation of the desktop computing environment.
- Prioritize and route escalated requests for problem resolution;
- Provide guidance, assistance, and training to users in response to written and verbal questions
- Establish and maintains cooperative and supportive relationships with customers.
- Creates documentation and procedures related to desktop computing
- Maintains the internal knowledge base
- Works with the team in developing improved work processes for the IT department.
- Follow frontline standards and procedures as outlined
- Performs related duties as required.
**Required Skills or Tools**:
- Good organizational, communication and telephone skills.
- Ability to balance and prioritize workload to meet customer expectations.
- Team player, attention to details and good Microsoft Office skills.
**Preferred Education/Experience**:
- Bachelor’s degree in Computer Science/Electronics or 3 Year Engineering diploma
- Five years of hands on experience working in end-user desktop support or computer operations required
- Mid-level technical certifications, i.e. Microsoft Certified Professional, A+ certification desirable
**Experience**:
- Total: 5 years (required)
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