L1 Support

Skills

• Customer-focused

• Thorough knowledge of troubleshooting remote access issues

• Excellent communication skills, (active listening skills)

• Able to articulate and speak with clear voice

• Diplomatic and must have interpersonal skills

• Able to understand the business's objectives

• Able to understand and accept that the Customer's issues affect the business and that without the Customer there is no support department and that the Customer is an expert in their own field

• Team player

• Professional code of conduct

• Must have basic technical knowledge of all technology used for the business processes.

• Able to deal with stress

• Good writing techniques

• Good phone techniques

• Tech Skills

• Technical helpdesk or technical call centre experience is necessary.

• Disciplined, systematic problem solving skills required.

• Hands-on work experience with the following:

• Windows Operating systems

• Clients: Windows 7, Windows 10 will be an added advantage.

• Basic Knowledge on windows servers and networking concepts.

• Knowledge of Active Directory, Exchange 2003/2007

• ITSM ticketing tools such as Remedy, SNOW.

• User account creation for Active Directory, Exchange Mailboxes, Distribution lists

• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools

• MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, MS Visio, Microsoft Teams , Skype, One drive, O365 .

• Internet browsers (e.g. Explorer, Chrome, Firefox),

• VPN and remote dial-in users.

• Support for laptop, desktops, and printers

• Job type: Contract Experience level: 5 Years Division: eTeam Workforce Limited Reference: 20-00891