Troubleshooting skills on desktop and shrink-wrapped applications (MS office, Adobe, Apple, Google, etc.)
Very good knowledge on VPN concepts and working experience in VPN troubleshooting
Working experience in Internet troubleshooting and wireless routers
Knowledge on active directory, domain controllers and good exposure to active directory concepts
Working experience in password reset tools and self
Troubleshooting experience using remote control tools (example: Bomgar, LogMeIn, TeamViewer)
Trouble shooting skills and experience in handling Exchange (Outlook)/Lotus Notes environment.
Management skills
Skills in written and verbal communication.
Skills in managing multi-vendor environment and ability to work with various resolver groups in driving the speedy resolution
Mandatory skills
Knowledge of principles and operations of computer systems and related peripheral equipment
Ability to analyze and troubleshoot users problems via the telephone
Ability to maintain knowledge of current technology and able to learn new technology
Ability to communicate professionally, accurately and effectively, both verbal and written, as well as on the telephone
Ability to understand and respond to user questions in an effective and courteous manner
Ability to convey technical procedures and directions in layman’s terms
Proficiency with operating systems, including Windows and MacIntosh’s operating systems
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.
Possess advanced knowledge and understanding of networking and personal computer hardware
Good knowledge on VPN concepts and troubleshooting VPN connections
Knowledge on Virtual Machines / Citrix
Knowledge/exposure on ticketing tools like Remedy, ServiceNow
Knowledge on active directory, domain controllers etc. and exposure to password reset tools
Troubleshooting experience using remote control tools like Bomgar.
