Inviting applications for the role of Process Associate - Onsite Support Engineer 

In this role you will be responsible for Manage incoming service & Incident tickets through a ticketing system. Prioritize tickets based on urgency and impact. Assign tickets to appropriate team members if necessary 

Responsibilities: 

• System Maintenance: Diagnose, repair, maintain, and upgrade hardware and computer equipment. 

• Technical Support: Respond to client support requests and determine their issues or problems.  

• Troubleshooting: Address hardware and software issues, install and maintain hardware and peripherals. 

• Software Management: Install and upgrade operating systems and computer software. 

• Network Connectivity: Troubleshoot network connectivity issues. 

• User Training: Advise end-users on software or hardware upgrades and provide basic training. 

• Ticket Handling Responsibilities: 

• Track ticket progress from initiation to resolution 

• Communicate with users regarding ticket status updates 

• Ensure timely resolution of all tickets in accordance with service level agreements (SLAs) 

• Ensure timely updataion of log notes & document solutions for future reference 

Qualifications we seek in you! 

Minimum Qualifications/skills 

• Relevant Degree /Diploma with experience in supporting end users  

• ITIL Version 3 or 4 foundation Trained/Certified. 

• Strong domain knowledge and technical orientation.  

• Good communication skills  

Preferred Qualifications/ Skills 

• Knowledge of Active Directory, Windows Server OS 

• Knowledge of different Networking devices 

• Ability to work independently as well as part of a team 

• Customer-centric mindset with a focus on user satisfaction 

• Willingness to learn new technologies and adapt to changing environments