- Acting as 1st line support for the users, carefully assessing the severity of the issues triaging and/or escalating them to relative support departments according to set policies and procedures
- Accurately maintaining the log and track of reported issues
- Manage enterprise wide minor and major outages, working efficiently driving the teams towards root cause analysis, management
- Dealing with desktop support issues i.e. Application issues (Microsoft Office applications, client provided applications, in-house developed applications); ensuring and applying essential updates & fixes
- Basic knowledge of Networks (IP related issues, router/hub/switch related issues, using network commands to troubleshoot, ping, nslookup, ipconfig, tracert)
- Server issues (Terminal Server, TS Farm troubleshooting)
- Telephony issues (Avaya and asterisk troubleshooting for inbound campaigns, Dialer for outbound campaigns)
- Managing/troubleshooting Users accounts, user-permissions, ceasing user accounts and rights on corporate resources and Group policies
- Troubleshooting minor issues on Windows and Mac OS
- Dealing with minor Microsoft Outlook issues and providing support to users with email configuration settings on the exchange
- Providing/troubleshooting VPN services for remote users
- Providing onsite and remote help using VNC/Team Viewer utility
Required Skills
- Excellent written and verbal communication skills
- Native North American, British or Neutral Language Ability
- Basic knowledge of ITIL Framework
- Knowledge of fundamental operations of relevant software, hardware and other equipment
- Knowledge and experience of IT customer service practices
- Ability to diagnose and resolve basic technical issues
- Teamwork
- Time Management
- Attentive to Customer Concerns
- Positive Attitude
- Conversational and Understanding of different types of enterprise wide changes within the organization
- Proactively identifying process improvement opportunities and take the proper initiative to achieve these
- Broaden own technical, functional and industry skill base
- Available to work in Flexible shift timings and cater to the needs of 24/7 support
Job Details
'ibex.' is is a public listed company on Nasdaq. We are a people-helping company, inspired to bring about a global change in an otherwise dulled out technological world. Headquartered in Washington, D.C., ibex. has delivery locations across 30 sites in 8 countries and maintains a network of over 25,000+ employees. With its CLX platform, the company’s solutions range from handling 138 million customer interactions yearly for its clients from onshore, offshore and near-shore locations, to acquiring new customers for its clients that add $2.3 billion yearly in lifetime revenues, to deploying its Clear view platform that helps brands manage and optimize their customer experience. Emerging with its client-driven and customer-inspired approach, ibex. Pakistan has achieved the #1 Market Position in delivering the end-to-end customer experience journey to fortune 500 companies. We are among the fastest growing geographical location of ibex currently employing 6500+ employees operating from 8 centers in 3 major cities; Karachi, Lahore, and Islamabad. We offer permanent and contractual job opportunities with internal growth opportunities to striving individuals. We have among the highest female ratio and fresh graduate hiring across the industries. Our mantra is we don’t create jobs we make careers!
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