Provide support to on-site and remote end-users to resolve IT-related issues (hardware/software/network) on their notebooks/desktops and related peripherals.
Serve as a Regional IT representative, offering Remote, On-Site, or Station Technical Support to FedEx Operations Staff & Customers.
Collaborate closely with 3rd Party Organizations in the Diagnostics, Maintenance, & Support of all Electronic Technologies, including Network equipment & Software Application Deployment.
Perform technical support, problem resolution & contribute to the isolation & resolution of components like network appliances, various hardware & software issues.
Address issues that arise outside work hours as needed.
Perform other tasks and projects as assigned by the Manager or Management.
QUALIFICATION & EXPERIENCE:
ITE/Diploma in Information Technology from recognized institutes.
Proven experience as a Desktop Support Engineer, Technical Support Engineer, or a similar role for approximately 2 years or more.
Hands-on experience and knowledge in troubleshooting and deploying Windows 10.
Hands-on experience and knowledge in troubleshooting desktop, printer, scanner, RF scanner, label printer, and laptop issues.
Hands-on experience and knowledge in troubleshooting user and support of MSOffice products.
Basic support of Office Network, Shared Drive, Wireless, and VPN connectivity.
Basic Support and Troubleshooting of other desktop software used by the office.
Basic support on iPhone / iPad / Android phones.
Knowledge of IT procurement, order and delivery process flow and protocols.
Ability to work effectively in a multi-cultural environment.
Ability to deal with ambiguity, negotiation, unorganized situations.
Ability to leverage available tools such as subscription services, internet, or other online services to support functions.
Continuous self-learning and self-initiating.
Provide support for general IT requests like VC connectivity/ Mobile Email Activation.
Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone, and in writing.
Ability to demonstrate practical troubleshooting and problem analysis techniques.
Ability to plan and prioritize workload without supervision.
Ability to prioritize, manage and perform under pressure to meet SLA's.
Excellent knowledge of Customer Service best practices.
Willing to work flexibly and with enthusiasm.
SKILLS AND ATTRIBUTES:
Good interpersonal and communication skills, high adaptability, and positive attitude are expected.
A team player with determination to drive to excel.
Excellent customer service skills.
Self-motivated with a strong drive to succeed.
Regular interaction with First Line Management, Senior Management, Directors, and occasional interaction with Officers (VP and above) for internal contacts.
Regular interaction with Suppliers, Vendors, and 3rd party Consultants for external contacts.
