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Technical Support Representative Professional

1 month ago Jobs Quatre Bornes   443 views

11,000 ₨

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Location: Quatre Bornes
Salary: 11,000 ₨ Negotiable

Preferences:

A. Preferably looking for a female candidate.

B. Preferably located in Central Flacq, Curepipe & Quatre-Bornes

Job Summary:

We are looking for a person who has good communication skills with a background in tech support, related to IT hardware repair & software related issues. Our company is looking for a Technical Support Representative who is interested in analysing issues related to equipment viz., Tablet PC, Laptop, Projector, Charger, Android, Windows, Anti-Virus etc. In this role, you would be working as a Technical Support Representative sitting in different zonal offices in Mauritius. Analyse/resolve the issues that can be troubleshot and Updated over the phone / over the counter. Should be able to communicate in English / Creole with the clients. Calls /Emails that are received to be captured in the ticketing tool and to be tracked till it gets completely resolved. And to take the feedback from the clients on regular intervals to see that, equipment installed at the multiple locations are functioning fine. To communicate over emails pertaining to tickets and its status from time to time to all the clients, manager, superior & stakeholders.

Note: Person needs to have knowledge on Troubleshooting issues related to PC-Tables, Projectors and laptops.

Job Description:

a. Analyze and identify solutions to software and hardware issues of the incident reported.

b. Diagnose and troubleshoot technical issues related to the operating system such as (Windows OS and Android) over the phone / over the counter.

c. Understand, Analyze and Diagnose the root cause of the incident by asking relevant questions.

d. Track and resolve technical issues to resolution, within the SLA’s assigned.

e. Talk to clients through a series of actions, either via phone, email, until their issue is solved.

f. Taking clients through a series of steps to resolve the problem.

g. Support all application-related issues on the call or by taking access to their system remotely.

h. Properly escalate unresolved issues to appropriate Field Service Executives and follow till the ticket closure. Take necessary feedbacks from the clients and document the same in the ticketing tool.

i. Respond to the clients on the calls, following necessary call etiquettes.

j. Refer to the internal database or external resources to provide accurate solutions.

k. Ensure all issues are properly logged in the Ticketing tool.

l. Prioritize and manage open tickets make sure necessary follow-ups are done to close the tickets.

m.Take feedback from clients to ensure if their IT- equipment is fully functional after troubleshooting, resolving done either by yourself or Field Technician. Prepare accurate and timely reports

n. Document technical knowledge in the form of notes and manuals for future reference.

o. Maintain empathy on calls and e-mails with clients to ensure best customer service feedback.

Take the ownership of the ticket and take necessary actions until the closure of the ticket, to the satisfaction of the client.

Requirements:

1. (2-3) years of work experience as a Technical Support Engineer (or) Desktop Support Engineer (or) IT Help Desk Technician

2. Hands-on experience with Windows/ Android environments

3. Good understanding of computer systems, mobile devices, Tablet PCs and other IT Hardware equipment

4. Ability to diagnose and troubleshoot basic technical issues

5. Familiarity with remote desktop applications and helpdesk software

6. Excellent problem-solving and communication skills

7. Ability to provide step-by-step technical help, both written and verbal

8. Bachelor’s Degree or equivalent certification in Information Technology, Computer Science, or relevant field

Preferences:

A. Preferably looking for a female candidate.

B. Preferably located in Central Flacq, Curepipe & Quatre-Bornes

Additional Information

Company Sector IT, Telecommunications
Remuneration (Rs per month) 10k-20k
Job Type Full time
Sector ICT, IT, Telecommunications