IT Technical Support
Full-time
Strategic Networks, Inc.
- Provide incident and request management support to all end user devices. (Desktop, Laptop, Monitor, VPN, Printers, Scanner).
- Experience in Windows & non-Windows Operating environment
- Recommend and apply solutions, including on-site repair for remote users
- Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals.
- Determine and execute system reconfiguration needs.
- Establish end user service level agreements.
- Carry out on-site analysis, identification, and resolution of difficult desktop problems for end users.
- Supervise complaint ticketing system and follow timely resolution of all work orders.
- Demonstrated ability to provide user support by means of remote access tools.
- Provide status update to the ticketing tools in a timely manner.
- Analyze completed end user device requests and incidents to identify and recommend process improvements and identify any process compliance issues.
- Monitor and repair all IT / office equipment and tools and make sure that all software systems are running smoothly.
- Test current products and identifying deficiencies based on the Business requirement, document on records, and at the same time provide local experience input based on experience.
- Investigate product quality to make improvements to achieve better commercial satisfaction.
- Work closely with the Project Leads for requirements analysis, development of test plans, test cases, regression, and smoke tests.
- Work with Stakeholders to coordinate release priorities and schedules.
- Plan, estimate and prioritize test activities.
- Monitor bug resolution efforts and track successes.
- Provides accurate time estimates and valuable input to team scrums, sprint plan etc.
- Participate in product design, and review to provide input on functional requirements, product designs or potential problems.
- Execute test cases (manual & automated) and analyze results.
- Provides solutions that help excellent customer experience.
- Testing can be functional or non-functional including System, Integration, Device compatibility and automation.
- Maintain a high level of program and service knowledge to provide the best value-based solution to the customer.
- Take full responsibility and the required action for the assigned tasks.
- Meet and adhere to attendance requirements based on Service Level Agreement
- Meet and exceeds KPI targets set by the client.
- Responsible for maintaining an acceptable level of customer satisfaction and effective professional working relationship with supervisors and co-workers.
QA Task
Vacancy posted a month ago
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