ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Answer all customer enquiries concerning operation and configuration of proprietary products
• Trouble-shooting network problems, including connectivity, wireless LAN access, VPN/broadband and non-reporting issues.
• Log every interaction into the CRM system.
• Call escalation to field teams for critical issues.
• Remote installation/troubleshooting for software and upgrades, data base repair and removal of software viruses.
• Research technical and software issues to identify trends for early detection and repair.
• Perform data migration on customer computers.

MINIMUM QUALIFICATIONS

• Extensive knowledge and practical experience of operating systems including Windows 98/NT/2000/XP/Vista/7 essential.
• PC hardware and configuration skills essential.
• Intermediate networking knowledge required.
• Previous experience working in a customer care environment.
• Excellent problem solving, telephone and communication skills.
• Knowledge of IT operations, responsibilities, workflow processes and procedures in order to resolve inquiries independently.
• Good customer and vendor relationship skills
• Ability to rapidly adapt to new technologies and assess their potential impact and usefulness in diverse areas within the company.
• Ability to work flexibly with the team to ensure timely delivery of service.
• Ability to produce high quality work under pressure and within tight timescales.
• An ability to work within tight deadlines and manage time effectively.
• Strong team player with flexible attitude to work priorities.
• Excellent computer skills (MS Office applications and Internet Explorer).