Deskside Support Team Lead

SAT Microsystems, a leading global IT solutions provider, is seeking a Help Desk Technician to join their team!

About SAT Microsystems:

SAT Microsystems is a customer-centric company with over 20 years of experience delivering exceptional IT solutions and services to businesses worldwide. They are committed to innovation, risk-taking, and value-addition, focusing on helping their clients achieve their business goals. SAT Microsystems fosters a collaborative work environment where employees can learn and grow alongside industry experts.

About the Role:

In this role, you will be the first line of defense for SAT Microsystems' clients, providing technical support and troubleshooting assistance. You will diagnose and resolve a wide range of technical issues, ensuring a positive customer experience.

Responsibilities:

• Serve as the first point of contact for clients seeking technical assistance by phone or email.

• Troubleshoot technical issues related to computer systems, networks, applications, and peripherals.

• Provide clear and concise explanations to clients in a patient and professional manner.

• Install and troubleshoot desktop and laptop operating systems.

• Manage data backups for all users.

• Document and track all customer interactions and problem resolutions.

• Escalate unresolved issues to the appropriate support personnel.

• Provide accurate information on IT products and services.

• Continuously learn and improve technical knowledge to stay up-to-date with the latest technologies.

• Identify and suggest improvements to IT support procedures.

Qualifications:

• Bachelor's degree in Computer Science or related field (preferred).

• ITIL qualification (preferred).

• MCP certification (a plus).

• Experience with ServiceNow ticketing system (a plus).

• 3+ years of experience as a Help Desk Technician or similar customer support role.

• Strong understanding of computer systems, mobile devices, and networking concepts.

• Excellent troubleshooting and problem-solving skills.

• Proficiency in English with clear and effective communication skills.

• Customer-oriented with a patient and positive attitude.

Benefits:

• Competitive salary and benefits package.

• Opportunity to work for a leading IT solutions provider in a dynamic and growing industry.

• Collaborative work environment with opportunities to learn and grow from experienced professionals.

• Be part of a team that is passionate about delivering exceptional customer service.