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 the 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
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
- Ability to troubleshoot complex hardware and software issues
- Ability to relocate between branches
