JOB DETAILS

JOB DETAIL

- 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 issue
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Maintain jovial relationships with clients

REQUIRED WORK EXPERIENCE

• Degree in Computer Science, Information Technology, Engineering(Network/Security) or equivalent, GPA 3.00 up
• Related I.T. product or technical knowledge will be added advantage
• Experience onsite
• Candidates with LogRhythm SIEM experience will be top priority
• Experience in ICT products or solutions in areas such as servers, virtualization, networks, cloud, or security
• Required language: English (Able to communicate and present the solution)
• Preferably with at least 3 years of working experience in IT product management or technical Support
• Able to work in a team
• Motivated and able to work independently
• Good communication and presentation skills.