Technical skills
1. Troubleshooting skills on desktop and shrink-wrapped applications (MS office, Adobe, Apple, Google, etc.)
2. Very good knowledge on VPN concepts and working experience in VPN troubleshooting
3. Working experience in Internet troubleshooting and wireless routers
4. Knowledge on active directory, domain controllers and good exposure to active directory concepts
5. Working experience in password reset tools and self
6. Troubleshooting experience using remote control tools (example: Bomgar, LogMeIn, TeamViewer)
7. Trouble shooting skills and experience in handling Exchange (Outlook)/Lotus Notes environment
Management skills
1. Skills in written and verbal communication.
2. Skills in managing multi-vendor environment and ability to work with various resolver groups in driving the speedy resolution
Mandatory skills
1. Knowledge of principles and operations of computer systems and related peripheral equipment
2. Ability to analyze and troubleshoot users problems via the telephone
3. Ability to maintain knowledge of current technology and able to learn new technology
4. Ability to communicate professionally, accurately and effectively, both verbal and written, as well as on the telephone
5. Ability to understand and respond to user questions in an effective and courteous manner
6. Ability to convey technical procedures and directions in layman's terms
7. Proficiency with operating systems, including Windows and MacIntosh's operating systems
8. Proficiency in the operation and use of personal computers, utilizing word processing, spreadsheet, and database management software programs (e.g., Microsoft Office Suite, Word, Excel, Access, PowerPoint, etc.), the Internet browser, websites and e-mail systems.
9. Possess advanced knowledge and understanding of networking and personal computer hardware
10. Good knowledge on VPN concepts and troubleshooting VPN connections
11. Knowledge on Virtual Machines / Citrix
12. Knowledge/exposure on ticketing tools like Remedy, ServiceNow
13. Knowledge on active directory, domain controllers etc. and exposure to password reset tools
14. Troubleshooting experience using remote control tools like Bomgar
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