It Executive (Network Specialist)

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Job ResponsibilitiesAct as the primary contact for customers seeking technical support via phone or ticketing system.
Perform remote troubleshooting using diagnostic tools and effective questioning techniques.
Guide customers through issue resolution and provide accurate information on IT products or services.
Escalate unresolved issues to higher-level support teams as needed.
Document incidents, resolutions, and updates accurately in logs and the ticketing system.
Manage and maintain the ticketing system to ensure operational efficiency.
Follow up with customers to confirm resolution and provide updates on their cases.
Identify and recommend process improvements to enhance support efficiency.
Assist in analyzing Key Performance Indicators (KPIs) and ensuring SLAs are consistently met.
Communicate customer feedback to internal teams and collaborate to improve service delivery.
RequirementsProven experience in a help desk or customer support role.
Proficient in remote troubleshooting tools such as RDP, TeamViewer, AnyDesk, or VNC.
Advanced knowledge of Microsoft 365, including SharePoint, Exchange Online, Azure AD, and Endpoint Manager.
Familiarity with ITSM, ITIL, ISO27001, Cloud Computing, and Industry 4.0 concepts is advantageous.
Strong understanding of computer systems, mobile devices, and office automation tools.
Excellent communication and customer service skills with a cool-tempered approach under pressure.
Bachelor's degree in Computer Science, Information Technology, or related fieldswith 2–3 years of relevant experience.
Fresh graduates are encouraged to apply.
Hands-on experience with Microsoft Power Platform, Cloud Computing, and business process systems.#J-18808-Ljbffr