Responsibilities:

1. Responsible for 1st level and 2nd level response to customer technical support queries.

2. Open trouble ticket for customer reported incident and follow through ticket management process till ticket closure.

3. Provide response to customer technical support queries through email as well as phone calls.

4. Perform 1st level and 2ndlevel troubleshooting to customer technical support queries.

5. Perform other ad-hoc duties required by supervisor to support helpdesk operations. Perform stand-by duty for technical escalation after office hour following planned schedule.

6. Physically and mentally fit to perform onsite installation at customer site

7. Able to carry weight of IT equipment up to 10 kg for short period

Skills and Attributes:

1. Basic knowledge of IP networking, hosting services and managed services in real world scenario

2. Possess good verbal as well as written communication skill in English when interacting with customers.

3. Self-motivated, right attitude and always keen to learn new technologies.

4. Ability to follow Standard Operation Procedure defined to fulfill technical helpdesk duty