Being the main interface to the client, you need to understand the local infrastructure and key contacts in the other competencies, i.e. helpdesk team, network team, server admin, application team, etc., in order to ensure that the proper team is aware of, and taking action on the problem.
You may also perform installs, moves, adds and change (IMAC) activities, and responsible for resolving problems and performing IMACs within Service Level Agreement (SLA), and completing all related administrative duties.
Strong client communication skills is therefore needed since direct client interaction is required.
Responsibilities:
1. Resolve client hardware/software PC problem tickets.
2. A technical knowledge of the supported platform (Windows, iOS, Android are required, Mac OS is a plus), as well as a working knowledge of the hardware. Resolve tickets within the client SLA and obtain a high client Satisfaction Rating.
3. Basic knowledge of network, wifi, VPN
4. Good communication skills are required.