The following is a breif job description. Interested brothers send your CV's to
sfarukh@gmail.com
Desktop & Server Support Engineer.
Main Duties
• Taking ownership of technical issues, and working with our Development group to resolve more advanced issues when necessary-
• Resolving escalated customer complaints without the need for team lead intervention-
• Documenting troubleshooting and problem resolution steps-
• Provide technical support to clients by answering telephone calls and replying to emails in line with departmental measures, with a focus on high quality, accuracy and customer satisfaction-
• Document and record all activity and communication with customers over telephone and email according to departmental standards of quality-
• Meet or exceed departmental goals for Case Management, Phone and Email response times, and Customer Satisfaction-
• Analyse and clarify customer queries though troubleshooting and researching existing knowledgebase articles/known issues-
• Review cases for technical complexity and make recommendations to team members with regards escalation
Experience and skills
• A bachelor degree in computer science/engineering or equivalent work experience-
• Installation, configuration and troubleshooting of Windows Desktop and Server operating systems-
• Strong support and/or administration experience for enterprise software solutions-
• System administration/support experience in Windows platform 2000/2003/XP/Win7-
• Solid understanding of windows networking and Active Directory-
• Knowledge of DNS, TCP/IP and other networking concept-
• Handling customer cases via email systems-
• Configuration and troubleshooting Mail based systems and general networking-
• Have troubleshooting and customer-handling skills. Show excellent communication skills (both verbal and written)
