TECHNICAL SUPPORT STAFF

Responsible for receiving, evaluating, prioritizing, and managing service requests and incident reports through various communication channels, including phone calls, email, and SMS. Creates, logs, tracks, and updates tickets in the CRM and ticketing systems while ensuring compliance with established Service Level Agreements (SLAs). Verifies and maintains accurate customer information, provides status updates to users, and escalates incidents to appropriate support groups, vendors, or contractors when necessary. Assists in incident resolution, problem identification, and user support for hardware, software, network connectivity, user access, and system configuration issues. Monitors ticket progress, maintains documentation and service records, and prepares reports related to IT assets, user accounts, licensing, and system security.

Qualifications/Requirements: Graduate of Information Technology, Computer Science, Computer Engineering, or any related course. Experience in Service Desk, Help Desk, Technical Support, or Customer Support is an advantage.