Help Desk Executive

Occupation DescriptionThe IT Help Desk Executive serves as the first point of contact for users seeking technical assistance over the phone or email.Job ScopePerform remote troubleshooting through diagnostic techniques and pertinent questionsDetermine the best solution based on the issue and details provided by UsersWalk the Users through the problem-solving processDirect unresolved issues to the next level of support personnelRecord events and problems and their resolution in logsFollow-up and update the Users' status and informationInstall and configure computer hardware, software, systems, networks, printers, and scannersMonitor TV SystemMonitor NVR SystemFollow the ticketing system to resolve the requests with SLARemote support for All BranchesEducation and TrainingBachelor’s degree in Computer Science, Information Technology, or a similar fieldAdvanced knowledge of help desk software and remote-access systemsExperience with Microsoft Windows Server, Active DirectoryKnowledge of networking protocols, such as TCP/IP, DNS, DHCP, and VPNFamiliarity with virtualization technologies, such as VMware or Hyper-VCertification in relevant technologies, such as MCSE or CCNA, is a mustMost Common Work Experience Requested1-3 years of related experience; previous experience in real estate is preferredKnowledge of computer software systems, including databases, office applications, and operating systemsAbility to troubleshoot complex hardware and software issuesAbility to relocate between branches