Requirements

* Proven experience as a helpdesk engineer or other customer support role for 5 or more years.

* Good understanding of computer systems, mobile devices and other tech products

* Ability to diagnose and resolve basic technical issues

* Strong knowledge of operating systems and common software applications (Office Suite, email clients).

* Familiarity with networking concepts and troubleshooting basic network issues.

* Excellent problem-solving skills and the ability to work under pressure.

* Strong communication and interpersonal skills.

* Customer-oriented, cool-tempered and always being professional

* Relevant certifications (e.g., CompTIA A+, Network+, ITIL) are not mandatory but it’s advantage.

* Previous experience in working with Architectural, Engineering or Construction firms is not mandatory but it’s advantage.

* Previous experience working in an IT Managed Service Provider firm is not mandatory but it’s advantage.

Performance Metrics.

* Customer satisfaction ratings.

* Resolution rate and time for incidents, including escalated issues.

* Accuracy in documentation and contributions to the knowledge base.