Technical Support Engineer
LabLabee
Total years of experience :4 years, 9 Months
• Provided excellent customer service by responding to inquiries and issues via phone, email, or chat.
• Assisted customers in troubleshooting and resolving product or service-related problems.
• Managed and resolved customer complaints in a professional and efficient manner.
• Documented all customer interactions and solutions for future reference.
• Collaborated with other teams to escalate and resolve complex customer issues.
• Educated customers about products and services, including features and benefits.
• Maintained a positive and empathetic attitude towards customers at all times.
• Participated in training sessions and meetings to improve customer service skills and knowledge.
Monitoring all events in Customer’s managed within agreed SLA and KPI 24/7
Take in charge for any notification detection coming from Customer Problem Management
Monitor and support of change Management process
Performs analysis and detect possible failures
Actively monitor ticket queues to ensure timely response to tickets
Securing Operations activities and tasks
Monitoring and maintaining computer systems for over +500 users
• Supporting more the 20 call center agents.
• Provide Systems Administrator support to over 500 users.
• Walked user through series of steps to determine problem and implement likely solution.
• Ability to communicate technical concepts to non-technical audience.
• Ability to work with virtual and in-person teams, and work under pressure or to a deadline.
• Assist users in solving complex IT technical issues plus Providing On-Site Support.
• Directory Services support, including DNS, GPO, DHCP, VMs, AD, Domains and Trust, Sites and
Services and Role Based Access Control
• Install, configure, and troubleshoot computer hardware, software, systems, printers, scanners and other
IT peripherals.
• Involve in major IT project (Mass PCs replacement, Mass PCs relocation, Conferences, events …).
Collaborated with team members to achieve target results.
• Worked with users to understand needs and provide excellent service.
• Resolving problems with networks and other computer systems
• Install, configure, and upgrade PC software
• Report significant and recurring issues to the tier-2 support team
• Ask educated questions and listen to users to determine root cause of issues
Senior Technician diploma: IT Networking
URL removed due to policy violation. Please contact support for further information.