Responsibilities
- Take the lead in resolving technical issues that require on-site support.
- Manage on-site installation, repairs, and maintenance for workstations, network equipment and peripheral devices.
- Conduct thorough troubleshooting to identify the root cause of problems.
- Assist with projects on an as-needed basis, collaborating with project teams and stakeholders as required.
- Act as the liaison between on-site operations and the remote IT support team in India.
- Communicate technical issues and requirements to the remote team accurately and clearly.
- Provide detailed information and documentation to facilitate remote troubleshooting and support.
- Works closely with the remote service desk team to resolve technical issues.
- Stay up-to-date with the latest technology trends, advancements, and best practices in the education sector.
- Communicates updates, challenges, and tasks to the client in a clear and timely manner.
- Listens actively to client concerns and addresses them appropriately.
- Establishes and maintains strong relationships with clients, fostering a sense of trust and partnership.
- Assists clients in aligning technology solutions with their specific goals and requirements.
- Ensures client satisfaction by following up on issue resolution and providing necessary support.
- Takes personal interest in the quality of work and meeting customer needs.
- Demonstrates professionalism and clarity in written communication, ensuring accuracy and attention to detail in all email interactions.
- Responds to emails within two hours during business hours and ensures timely responses to after-hours emails or requests, as per the company's communication policy.
- Accurately and diligently tracks time spent on-site using ConnectWise Manage's time entry feature.
- Regularly updates ticket statuses and provides clear and concise notes for effective communication and collaboration.
- Follows the company's established workflow procedures, including ticket creation, assignment, and resolution processes in ConnectWise Manage.
- Conducts a thorough review of assigned tickets for the next day before the end of the current shift to prepare effectively.
Work Arrangement
On-site
