Kinh nghiệm
Không yêu cầu
- Provide remote technical support to LinkedIn end users (30%Phone, 70% Ticket)
- Act as an escalation point to first level technicians to assist with advanced troubleshooting or process knowledge
- Troubleshoot multiple computer platforms: Macintosh, Windows, Linux, and Mobile devices
- Provide second level support to for multiple enterprise applications including: email, calendar, word processing, spreadsheets, presentations, internet browsers, as well as specialized department- specific applications
- Familiar with network configurations: LAN, WAN, wireless, and VPN
- Provide support for users who work at home, travel, or work from remote location, using Bomgar, Remote Desktop, WebEx, and other remote control applications
- Remotely troubleshoot local and network printers, including multi-functional copiers
- Identify and resolve hardware and software application conflicts
- Open and close service requests, as well as manage the classification, assignment, tracking, and completion of requests.
- Help identify and implement innovative solutions for customers
- Ensure that resolutions are consistent with company standards
- Ad hoc training on application use and various internal process and procedures
- Troubleshooting web-based video conferencing solutions
- Understanding how to use and add to knowledge bases including: wiki’s, internal documentation or KCS
Qualification:
- College or higher degree in IT
- At least 1 year experience as a Helpdesk
- Ability to communicate, read and understand specialized English
- Proficiency in specialized computer and office software
- Good planning, management skills and high work pressure
- Dynamic, enthusiastic, responsible in the work
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