■ Key Responsibilities:
Provides Tier 1 helpdesk support by phone, voicemail, and e-mail in a professional courteous manner.
Provides assistance to clients with Computer (Windows Vista/7) and Smart Device (iPhone/iPad), hardware
or software problems.
Follows standard helpdesk operating procedures to accurately log all requests into ticketing system.
Prioritizes problem requests and escalates when required to Tier 2 technicians.
Cleans, installs and modifies operating systems (Windows Vista/7), software and network programs.
Acts as a liaison between clients and internal support staff to assure accurate problem interpretation.
Maintains communications with clients during the problem resolution process.
Creates and maintains operation manuals
Maintains data in Active Directory, Intra System etc.
■ The right candidate will possess:
Strong communication skills in English and customer oriented mindset.
Ability to troubleshoot with advanced skills
■ Skills & Qualifications:
Bachelor’s degree in Computer Science or related field
Minimum 3 years of Helpdesk support experience for small to mid-sized companies’ IT infrastructures.
Minimum 1 year of technical support experience in administration and support for MS Active Directory.
Minimum 1 year of technical support in administration and support for Microsoft Exchange 2010 and
Microsoft Windows Operating System (Windows Vista/7) and Office Product (2007/2010) related certifications
are a plus.
Strong writing skills to document and analytical skills to generate a report and/or MS Office (Microsoft Office
2010) Training material.
Fluency in English is a must. Japanese and/or Spanish communication skills are a big plus.
Work hours: Monday through Friday 7.5 hours per day (within our work shift between 7AM and 7PM).