Technical Support
Cupola Teleservices
مجموع سنوات الخبرة :10 years, 11 أشهر
• Maintain a professional and mature attitude towards Customers at all times.
• Provide telephone support for Customer.
• Retain ownership of problems until resolved, or escalate to next level of support if not able to resolve the issue.
• Ensure that the highest service delivery is achieved by meeting SLA and KPI’s.
• Utilize knowledge base tools to effectively trouble shoot issue.
• Installation and maintenance of all systems within a client’s digital environment.
• Producing documentation on operational, system and user procedures & guidelines.
• Building, configuration and troubleshooting of server and desktop hardware.
• Providing advice on selection and purchase of IT equipment.
• Maintaining maximum availability of supported services for users.
• Obtaining quotes for supply of goods and services from suppliers.
• Designing, implementing and managing Active Directory.
• Monitoring the progress of third-party maintenance contract suppliers.
• Ensuring that support calls are logged and handled effectively and efficiently.
• Responsible for disaster recovery, closing security loopholes and access levels.
• Ensure adequate antivirus protection & solutions are maintained and updated.
• Identify and recommending improvements for E-mail applications & Web-page development.