- Establish and execute a project communication plan
- Serve as the first point of contact for customers seeking technical assistance over the phone oremail
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Walk the customer through the problem-solving process
- Record events and problems and their resolution in logs,Follow-up and update customer status
- Pass on any feedback or suggestions by customers to the appropriate internal team Identify andsuggest possible improvements on procedures
- Provide training to new Hire
- 1st tier technical support specialist for online services (accounts, email, mobile services, and apps).
- Receiving calls and online chats, working to solve user technical difficulties.
- Inquire about information about the given errors.
- Step-by-step instructions if needed.
- Reporting requests to the 2nd tier helpdesk support.
- Troubleshoot and resolve issue for 400+ users across 3 different locations in the US
- New hire credential creation for company domain in AD
- Office 365/Rackspace administrator
- Domestic and TF number setup as well as troubleshooting issue with their phone system
- Listen to customer requests, answer questions and provide IT / PC Support troubleshooting and problem-solving
- Monitor Customers Network and Utility
- Conduct Costumers PC / Laptop Preventive Maintenance
- Creating Weekly and Monthly report for costumers Network and utility Performance
- Support customer to resolve their IT problem
- Supporting TIBCO for update patch and operations
- Supporting Bakmi GM for server and outlet connection
- Supporting PGN for develop Asset Tracking Software
- Supporting KPM for develop ERP System
- Supporting BPKP for develop HR System
- Supporting Petrogas for manage server