Position: 2 (Day/Night)
Experience: 1-2 years
Responsibilities:
· Research and identify solutions to software issues
· Diagnose and troubleshoot technical issues, including account setup and network configuration
· Ask customers targeted questions to quickly understand the root of the problem
· Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
· Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
· Provide prompt and accurate feedback to customers
· Refer to internal database or external resources to provide accurate tech solutions
· Ensure all issues are properly logged
· Prioritize and manage several open issues at one time
· Follow up with clients to ensure their IT systems are fully functional after troubleshooting
· Prepare accurate and timely reports
· Document technical knowledge in the form of notes and manuals
· Maintain good relationships with clients
Requirements:
· Knowledge about Azure cloud environment. (Monitor ADF jobs, Azure Functions, Azure Cognitive search)
· SQL knowledge is a must. Can execute SQL queries and analyze data.
· Proven work experience as a Technical Support Executive, IT Help Desk Technician or similar role.
· Hands-on experience with Windows/Linux/Mac OS environments