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Job Description
Occupation Description
The IT Help Desk Executive serves as the first point of contact for users seeking technical assistance over the phone or email.
Job Scope
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by Users
- Walk the Users through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Record events and problems and their resolution in logs
- Follow-up and update Users status and information
- Install and configure computer hardware, software, systems, networks, printers and scanners
- Monitor TV System
- Monitor NVR System
- Follow the ticketing system to resolve the requests with SLA
- Remote support for All Branches
- Perform any additional tasks as requested according to the company’s policies and procedures.
Education and Training
- Bachelor’s degree in computer science, information technology, or a similar field.
- Advanced knowledge of help desk software and remote-access systems.
- Experience with Microsoft Windows Server, Active Directory
- Knowledge of networking protocols, such as TCP/IP, DNS, DHCP, and VPN
- Familiarity with virtualization technologies, such as VMware or Hyper-V
- Certification in relevant technologies, such as MCSE or CCNA, is a must
Most Common Work Experience Requested
- 1-3 years of related experience; previous experience in real estate is preferred.
- Knowledge of computer software systems, including databases, office applications, and operating systems
- Excellent analytical and diagnostic skills
- High-level communication skills.
- Ability to troubleshoot complex hardware and software issues.
- Patience and understanding.
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills
- Ability to work independently and as part of a team
- Ability to relocate between branches
Strategy & Business Planning
Budget & Plans
Policies , systems processes & procedures