Global IT Service Desk

>Acting as a point of contact and primarily provides technical support to end users through multiple channels including phone, chat, web tickets and email.
>Resolves network, hardware and software issues with computers.
>Performs technical maintenance and software installations and updates.
>Resolves the user’s concern with domain login issues.
>Documents incidents and categorizing them by symptoms and resolutions.
>Responsible to identify and classify incident types and service interruptions.
>Responsible to escalate unresolved problems to a higher level of support.
>Responsible to perform troubleshooting for both platforms (Windows and MAC OS).

Cons EN M365 Family Support

> Provide Support for office 365 products
>Answer Inbound calls
>log tickets via RAVE ticketing system

MSP Support Technician

Implementation of Windows Servers, Azure, Office 365, Exchange, Networks and Virtual environments
Assisting in planning and managing roll-outs
Providing on-site and remote support to customers
Managing tickets, job priorities and process incoming calls, ensuring SLA's are met
Reporting on trends in the market and within the customer base, staff progress and new initiatives